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Product Support Analyst

3 weeks, 5 days ago
Australia
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
Apply Now
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 18

Description

  • Analyze problem reports to determine the source, cause, solution, or workaround for technical issues.
  • Serve as an escalation point for client subject matter experts and a primary contact for client technical teams.
  • Interact with users through chat, phone, email, and case tracking systems to identify and document technical problems.
  • Research issues using user guides, technical manuals, and other documentation to implement appropriate solutions.
  • Identify and correct improperly configured installations.
  • Replicate, diagnose, and resolve user-facing technical problems using troubleshooting techniques.
  • Create, update, and resolve support cases within defined service level objectives.
  • Write software defect reports and feature enhancement reports to improve product and tool design.
  • Create support documentation, including FAQs and internal and client-facing knowledge base articles.
  • Participate in collaborative troubleshooting sessions and shift rotations that include weekdays, evenings, and weekends.

Requirements

  • Bachelor's degree in Computer Science or equivalent technical experience.
  • Strong analytical, problem-solving, and decision-making skills.
  • Creative approach to troubleshooting and effective risk assessment.
  • Excellent communication skills for discussing technical issues with clients of varying technical backgrounds.
  • Strong attention to detail, organization, time management, and prioritization skills.
  • Ability to learn and adapt to new tools and products quickly.
  • Ability to work independently and collaboratively in a team environment.
  • Experience writing, interpreting, and debugging SQL queries 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.
  • Knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions is preferred.
  • Understanding of web applications, including web servers, database servers, and client-to-server communication, is preferred.
  • Familiarity with Wireshark, Fiddler, and other browser-based diagnostic and reporting tools is preferred.
  • Experience working with Microsoft SQL is preferred.
  • Some customer service experience is preferred.
  • Relevant experience in a similar role is preferred.
  • Helpdesk experience is considered an asset.
  • LMS user, administration, or support experience is considered an asset.
  • Experience with Salesforce or another ticketing system is considered an asset.

Benefits

  • 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 reimbursements.
  • Employee referral program.
  • Wellness reimbursement.
  • Employee recognition programs.
  • Social events.
  • Dog-friendly office spaces at select HQ locations.

Interested in this position?

Apply directly on the company website

Apply Now

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