Product Support Analyst
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Job Description
Product Support Analyst troubleshooting technical issues for D2L while ensuring a high-quality support experience. Collaborate with teams on solutions and maintain documentation.
Responsibilities:
- Analyze problem reports and determine their cause and solutions
- Act as an escalation point for client Subject Matter Experts
- Serve as the primary point of contact for client technical teams
- Offer world-class support experience for D2L Administrators
- Conduct thorough research and implement solutions using various technical documents
- Replicate, diagnose, and resolve technical problems using troubleshooting techniques
- Create, update, and resolve support cases within defined Service Level Objectives
- Improve product/tool design and functionality through software defect 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
Requirements:
- Strong analytical skills
- Creative problem solvers
- Excellent communicators 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 to resolve existing and future problems
- Excellent research capabilities
- Strong ability to write, interpret, and debug SQL queries on demand
- Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies
- Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions
- Understanding of web applications and how they work at a high level (web servers, database servers, client-to-server communication)
- Familiarity with Wireshark, Fiddler, and other browser based diagnostic and reporting tools
- Strong customer service skills
- Keen attention to detail and organization skills
- Excellent time management and prioritization skills
- Strong analytical and decision-making skills
- Excellent problem-solving and navigational skills
- Experience working with Microsoft SQL
- Some experience providing customer service
- Relevant work experience in a similar role
- Experience working in a Helpdesk environment is considered an asset
- LMS experience – user, administration, and/or support is considered an asset
- Experience with Salesforce or any other ticketing system is an asset.
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 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.
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