Application Troubleshooting Analyst - Remote

Overview

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 25 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! They are excited to read more about what amazing things you could add to D2L.

In Short

• Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues.
• 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.
• 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 Knowledge-based 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.

Requirements

• Bilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese.
• Strong analytical skills and creative problem-solving abilities.
• Excellent communication skills, comfortable discussing technical issues with clients.
• 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 fast-paced environment.
• Demonstrable ability to multitask both independently and within a team.
• Ability to identify trends and make suggestions for technical modifications.
• Excellent research capabilities.

Benefits

• 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.
• 2 Paid Days off for Catch the Wave related activities.
• Employee wellbeing services.
• 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 HQ.