Product Support 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.

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 and technical manuals.
• 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 through creation of Software Defect reports.
• Create Support documentation, including FAQs and Knowledge-based Articles.
• Participate in collaborative troubleshooting sessions.
• Participate in a shift rotation including weekdays, evenings, and weekends.
• Perform other duties as assigned by Manager.

Requirements

• 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.
• Excellent research capabilities.
• Strong ability to write, interpret, and debug SQL queries.
• Working knowledge of web services, XML, HTML, ASP, JAVA, and Microsoft tools.
• Strong customer service skills.
• Keen attention to detail and organization skills.

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.
• Employee wellbeing access to mental health services.
• Competitive benefits package.
• Home internet reimbursements.
• Employee referral program.
• Wellness reimbursement.
• Social events.