JOB SUMMARY :
The Product Support Analyst requires an individual who has experience in resolving complex technical issues reported by Administrators of Brightspace products and Services.
This role requires great troubleshooting skills and the ability to think quickly and creatively, as well as collaborate with your peers, to deliver timely and accurate solutions to complex issues.
You possess technical knowledge, problem solving skills, and the ability to work efficiently in a helpdesk environment providing technical support to clients.
In this position you will provide support for clients from all verticals (K12, Higher Education and Enterprise) who use D2L’s suite of eLearning web-based software.
We are client-experience and data-driven organization and require that ability to support Administrators in time-sensitive, and at times frustrating situations by delivering both technical solutions, and a world class client experience while adhering to our KPIs and processes.
HOW WILL I MAKE AN IMPACT?
Resolving specific client issues received by chat, phone, email or assignment through call tracking system under tight time constraints
Identifying and solving site related issues
Identifying and correcting improperly configured installations
Timely logging of all support calls in call tracking system and escalation of problems where appropriate
Updating call tracking system with all appropriate details while providing timely customer updates on issues
Improving D2L product / tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development
Developing support documents, FAQ's and Knowledge-Based Articles
Participating in special projects as required
Participating in shift and on-call support rotations
WHAT YOU'LL BRING TO THE ROLE :
Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member
Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records and focus on multiple priorities in a fast paced environment
Excellent verbal, written and communication skills to effectively partner with clients, customers and stakeholders of all levels
Strong analytical, problem solving, decision-making skills
Proven SQL experience writing queries for SQL Server
Working knowledge of Webservices, REST and IIS
Understanding of Network topography (Database, App, File Servers and load-balancing)
Confidence supporting enterprise software applications
Basic knowledge authentication protocols (LDAP, SSO, Shibboleth)
Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an asset
Experience with eLearning software and supporting a Learning Management System would be an asset.
Bilingual (English / French) is an asset
EDUCATION REQUIREMENTS :
Education or equivalent experience in technology fields such as Computer Science, Information Technology, Educational Technology, and Information Systems.
WHY WE'RE AWESOME :
Flexible work hours
Health and wellness programs
Collaborative work environment
Dog Friendly office
Snacks and food trays!
Foosball and Ping-Pong tables
Showers on site
Centrally located in downtown, close to restaurants and pubs, easily accessible by public transit
In light of the current COVID-19 pandemic, D2L is supporting students to work remotely within Canada for the Fall 2020 term.