Product Support Analyst

Summary

Join D2L's Talent Acquisition team as an Application Troubleshooting Analyst! You will analyze problem reports, determine causes and solutions, and act as an escalation point for client Subject Matter Experts. This role requires strong analytical and problem-solving skills, excellent communication, and the ability to work independently and collaboratively. You will utilize various communication methods to interact with users, conduct thorough research, and implement solutions. The ideal candidate possesses experience in a helpdesk environment and working knowledge of various technologies. D2L offers a competitive salary and benefits package, including flexible work arrangements, learning and growth opportunities, and wellness programs.

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
• Ability to identifying 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
• Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions
• Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
• Wireshark, Fiddler, and other browser based diagnostic and reporting tools
• Communicate technical and complex information in verbal and written form
• 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
• Bachelor's degree in Computer Science or equivalent technical experience

Responsibilities

• Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering
• 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, employing troubleshooting techniques to ensure prompt resolution
• 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 both internal and client-facing 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

Preferred Qualifications

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

Benefits

• 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
• Wellness Subsidy
• Equity Grants
• Variable Incentive