Product Support Analyst - Kitchener, Canada - D2L

D2L

Verified Company

Kitchener, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Full time

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 WILL I MAKE AN IMPACT?

Effectively prioritize, troubleshoot and resolve client issues
Resolve issues received by phone, chat, and service desk portal under tight time constraints
Timely and accurate logging of all support cases
Building rapport with clients
Quickly identify incident trends/patterns and recommend steps to mitigate impact
Troubleshoot issues using a variety of tools including using T-SQL queries
Clearly communicate technical resolution details to varying stakeholders
Remain calm under pressure
Help to develop and deliver knowledge articles
Participate in Technical Roundtable discussions
Align client's needs, goals, and objectives to D2L solutions
Monitor and participate in both internal and external discussion forums
Assist with additional tasks as delegated by Manager
Participate in a shift rotation based on Eastern Standard time which includes evenings and weekends

WHAT YOU'LL BRING TO THE ROLE:

Strong customer service skills
Strong verbal and written communication skills
Excellent time management, prioritization, and organizational skills
Strong analytical, problem solving, decisionmaking skills
Experience with:
T-SQL (MS SQL Server)
Familiar with:
Web services (SOAP and REST), XML, HTML, ASP, ASPX
Windows Services
Able to learn new tools and products quickly
Strong ability to recognize patterns
Able to work individually and in collaboration with colleagues

Desired

LMS experience user, administration, and/or support
Working experience in a support role within a multitier support organization
Experience with
Cloud Solutions including, AWS and VM environments
Wireshark, Fiddler, and other browser based diagnostic and reporting tools
Active Directory, OAuth, LDAP, and SAML solutions
Industry Help Desk solution (example: SalesForce, ServiceNow, or other CRM solution)
C#,.NET, JAVA, JavaScript and Microsoft tools and technologies
Concepts of enterprise software development such as: scalability, security, and performance (especially in areas of troubleshooting and problem analysis)
Working knowledge of
LTI and IMS Global standards
Foundation ITIL V2 or V3 and ITSM
Knowledge Centered Service

Education Recommendations:

Bachelor's degree in Computer Science, Math, Engineering or equivalent technical experience

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;

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 Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.