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    Bilingual Product Support Analyst - Toronto, ON, Canada - D2L

    D2L
    D2L Toronto, ON, Canada

    1 week ago

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    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 deliverimproved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

    And most importantly, by giving customers a platform that is easy, flexible, and smart.

    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.

    A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable.

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

    T hrough 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 .

    Successful candidates must have strong analytical skills and be creative problem solvers . They will be able to make accurate risk assessments and d emonstrate above-average attention to details and competencies . They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.
    Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering
    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 client-facing Knowledge-based Articles
    Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time
    Bilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese (Please note: We are currently hiring for French language skills but continue to collect applications for Spanish and Brazilian Portuguese for future openings)

    Ability to i dentifying trends and make suggestions for technical modifications to resolve existing and future problems
    Strong ability to write, interpret, and debug SQL queries on demand
    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.
    Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
    Communicate technical and complex information in verbal and written form
    Experience working with Microsoft SQL
    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
    Bachelor's degree in Computer Science or equivalent technical experience

    We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop
    Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
    ~Social Events
    ~ We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us .Schedule Temporary
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