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Bilingual Product Support Analyst (Spanish/Brazilian Portuguese)

6 months ago
Canada
Full-time
Junior
Technical Support Engineer
Technical Writing and Documentation
Active Directory C# HTML Java JavaScript .NET OAuth REST API Salesforce SAML SOAP SQL Wireshark XML
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D2L

D2L

D2L specializes in providing an integrated online learning platform, Brightspace, which offers cloud-based learning solutions designed to enhance educational experiences for schools, businesses, and various sectors by leveraging data-driven technology ...

Diversified Consumer Services
1K-5K
Founded 1999
$165M raised
View All Jobs 6

Description

  • Analyze problem reports to determine issue cause, solution, or an effective workaround.
  • Serve as the primary point of contact for client technical teams and an escalation point for client subject matter experts and product support analysts.
  • Interact with users by chat, phone, email, and case tracking systems to identify and document technical issues.
  • Research issues using user guides, technical manuals, and other documentation to implement appropriate solutions.
  • Identify and correct improperly configured installations.
  • Replicate, diagnose, and resolve technical problems to ensure prompt resolution.
  • Create, update, and resolve support cases within defined service level objectives.
  • Create software defect reports and feature enhancement reports to improve product and tool design and functionality.
  • Develop support documentation, including FAQs and internal and client-facing knowledge base articles.
  • Participate in collaborative troubleshooting sessions to identify root causes of complex issues.

Requirements

  • Fluency in English and either Spanish or Brazilian Portuguese is required.
  • Bachelor's degree in Computer Science or equivalent technical experience is recommended.
  • Strong analytical skills and creative problem-solving ability.
  • Ability to make accurate risk assessments and maintain strong attention to detail.
  • Excellent verbal and written communication skills for discussing technical issues with clients of varying technical expertise.
  • Ability to learn and adapt to new tools and products quickly.
  • Strong ability to recognize patterns and identify trends.
  • Ability to work independently and collaboratively in a fast-paced environment while multitasking.
  • Strong ability to write, interpret, and debug SQL queries on demand is preferred.
  • Working knowledge of web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, Java, JavaScript, and Microsoft tools and technologies is preferred.
  • Working knowledge of Active Directory, Office 365, OAuth, LDAP, and SAML solutions is preferred.
  • Familiarity with web application architecture, including web servers, database servers, and client-to-server communication is preferred.
  • Experience with Microsoft SQL is preferred.
  • Experience providing customer service is preferred.
  • Experience in a similar role, helpdesk environment, LMS support, or with Salesforce/other ticketing systems is preferred.

Benefits

  • Base salary range of $55,000 to $65,000 CAD.
  • Additional compensation may include a Wellness Subsidy, Equity Grants, and a Variable Incentive.
  • Flexible work arrangements.
  • Learning and growth opportunities.
  • Tuition reimbursement of up to $4,000 CAD through the SkillsWave Program.
  • 2 paid days off for SkillsWave-related activities such as exams or final assignments.
  • Employee wellbeing support, including mental health services, EFAP, and financial planning resources.
  • Retirement planning support.
  • 2 paid volunteer days.
  • Competitive benefits package.
  • Home internet reimbursement.
  • Employee referral program.
  • Wellness reimbursement.
  • Employee recognition programs.
  • Social events.
  • Dog-friendly office spaces at HQ locations in Kitchener, Winnipeg, Vancouver, and Melbourne.

Interested in this position?

Apply directly on the company website

Apply Now

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