TL;DR

Bilingual Product Support Analyst (Edtech): Providing technical support and troubleshooting for clients using D2L's learning platform with an accent on resolving technical issues, documenting problems, and improving product functionality. Focus on diagnosing complex technical problems, creating support documentation, and ensuring prompt resolution to user issues.

Salary: $55,000—$65,000 CAD

Company

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

What you will do

  • Interact with users via chat, phone, email to identify and document technical issues.
  • Conduct research and implement solutions using user guides and technical manuals.
  • Replicate, diagnose, and resolve technical problems using troubleshooting techniques.
  • Create, update, and resolve support cases within defined Service Level Objectives.
  • Improve product design and functionality through defect reports and feature enhancement reports.
  • Participate in collaborative troubleshooting sessions and create support documentation.

Requirements

  • Fluency in English and one of Spanish or Brazilian Portuguese is required
  • Ability to learn and adapt to new tools and products quickly.
  • Strong ability to recognize patterns and work well in a fast-paced environment.
  • Strong ability to write, interpret, and debug SQL queries on demand.
  • Working knowledge of web services, XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies.
  • Strong customer service, time management, prioritization, analytical, and decision-making skills.

Nice to have

  • Experience working with Microsoft SQL.
  • Experience providing customer service, especially in a Helpdesk environment.
  • LMS experience as a user, administrator, or support.
  • Experience with Salesforce or any other ticketing system.

Culture & Benefits

  • Flexible work arrangements.
  • Learning and growth opportunities with tuition reimbursement up to $4,000 CAD.
  • Employee wellbeing resources, including mental health services and financial planning.
  • Retirement planning and competitive benefits package.
  • Wellness and home internet reimbursements.
  • Dog-friendly offices at HQ in Kitchener, Winnipeg, Vancouver, and Melbourne.