Product Support Analyst Fall 2020 Co-op
Kitchener, Ontario
6d ago


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.


  • 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

  • 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
  • Familiarity with programing specifically XML, HTML / XHTML, JAVA, JavaScript, ASP and .NET
  • 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 or equivalent experience in technology fields such as Computer Science, Information Technology, Educational Technology, and Information Systems.

  • 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.

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