Product Support Analyst- 8 Months Contract - Kitchener, Canada - D2L

D2L

Verified Company

Kitchener, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

D2L is a cloud company that is modernizing education and building the Future of Work.

The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience - and deliver improved retention, engagement, satisfaction, and results for learners of all ages - in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners.

And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns - and by doing so, we will help improve human potential globally.

General Description:

Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams.

Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.

HOW YOU'LL MAKE AN IMPACT:

Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents
Identify and correct improperly configured installations
Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution
Create, update, and resolve support cases within defined Service Level Objectives
Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
Create Support documentation, including FAQs and both internal and clientfacing Knowledgebased Articles
Participate in collaborative troubleshooting sessions to identify root causes of complex issues
Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time
Perform other duties as assigned by Manager

WHAT YOU'LL BRING TO THE ROLE:

Desired Competencies:

Ability to learn and adapt to new tools and products quickly
Strong ability to recognize patterns
Ability to work individually and in collaboration with colleagues
Ability to work well in a fastpaced environment
Demonstrable ability to multitask both independently and within a team
Ability to identifying trends and make suggestions for technical modifications to resolve existing and future problems
Excellent research capabilities

Desired Skills:

Strong ability to write, interpret, and debug SQL queries on demand
Working knowledge of
Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#,.NET, JAVA, JavaScript, and Microsoft tools and technologies
Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.
Wireshark, Fiddler, and other browser based diagnostic and reporting tools
Communicate technical and complex information in verbal and written form
Strong customer service skills
Keen attention to detail and organization skills
Excellent time management and prioritization skills
Strong analytical and decisionmaking skills
Excellent problemsolving and navigational skills

Desired Experience:

Experience working with Microsoft SQL
Some experience providing customer service
Relevant work experience in a similar role
Experience working in a Helpdesk environment is considered an asset
LMS experience user, administration, and/or support is considered an asset
Experience with Salesforce or any other ticketing system is an asset

Education Recommendations:

Bachelor's degree in Computer Science or equivalent technical experience
Base Salary Range $50,000—$55,000 CAD
Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L;

Impactful work transforming the way the world learns
Flexible work arrangements
Learning and Growth opportunities
Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
2 Paid Days off for Catch the Wave related activities like exams or final assignments
Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
Retirement planning
2 Paid Volunteer Days
Competitive Benefits Package
Home Internet Reimbursements
Employee Referral Program
Wellness Reimbursement
Employee Recognition
Social Events
Dog Frien