TL;DR

Product Support Analyst: Performing analysis of application problems and determining the cause, solution, or recommending a workaround. Focus on technical investigation and troubleshooting to provide a world-class support experience for D2L Administrators.

Salary: $55,000—$65,000 CAD

Company

D2L is a cloud company modernizing education and building the Future of Work by providing the next generation learning environment and solutions.

What you will do

  • Interact with users by chat, phone, email, or case tracking system to identify and document technical issues.
  • Conduct research and implement solutions using user guides, manuals, and other documents.
  • Replicate, diagnose, and resolve technical problems, employing troubleshooting techniques.
  • Create, update, and resolve support cases within defined Service Level Objectives.
  • Improve product/tool design and functionality through creation of Software Defect and Feature Enhancement reports.
  • Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles.

Requirements

  • Ability to learn and adapt to new tools and products quickly.
  • Strong ability to write, interpret, and debug SQL queries on demand.
  • Working knowledge of web applications, web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies.
  • Strong customer service skills with excellent communication.
  • Excellent time management and prioritization skills.
  • Bachelor's degree in Computer Science or equivalent technical experience.

Nice to have

  • Experience working in a Helpdesk environment.
  • LMS experience – user, administration, and/or support.
  • Experience with Salesforce or any other ticketing system.

Culture & Benefits

  • Flexible work arrangements.
  • Learning and Growth opportunities with Tuition reimbursement of up to $4,000 CAD.
  • Employee wellbeing (Access to mental health services, EFAP program, financial planning and more).
  • Retirement planning and Competitive Benefits Package.
  • Wellness Reimbursement and Employee Recognition.
  • Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.