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Product Support Analyst

1 month ago
Canada
Full-time
Junior
Technical Support Engineer
Data Science and Analytics
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 16

Description

  • Analyze problem reports to identify the source, cause, solution, or workaround for technical issues.
  • Act 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 via chat, phone, email, and case tracking systems to document and address 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 technical problems to support timely case resolution.
  • Create, update, and resolve support cases within defined service level objectives.
  • Prepare software defect reports and feature enhancement reports to improve product and tool functionality.
  • Create and maintain 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

  • Bachelor's degree in Computer Science or equivalent technical experience.
  • Strong analytical skills and creative problem-solving ability.
  • Ability to make accurate risk assessments and pay close attention to detail.
  • Excellent verbal and written communication skills for explaining technical issues to clients with varying technical expertise.
  • Ability to learn and adapt to new tools and products quickly.
  • Strong ability to recognize patterns.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Demonstrable multitasking, organization, time management, and prioritization skills.
  • Strong research capabilities.
  • Desired technical knowledge includes SQL, Microsoft SQL, web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, Java, JavaScript, Microsoft tools and technologies, Active Directory, Office 365, OAuth, LDAP, SAML, and web application architecture.
  • Familiarity with diagnostic tools such as Wireshark and Fiddler, or similar browser-based diagnostic tools.
  • Experience working with Microsoft SQL is preferred.
  • Some customer service experience is preferred.
  • Relevant work experience in a similar role is preferred.
  • Helpdesk experience is considered an asset.
  • LMS experience in user, administration, or support roles is considered an asset.
  • Experience with Salesforce or another ticketing system is considered an asset.
  • Shift rotation availability including weekdays, evenings, and weekends based on Eastern Time is required.

Benefits

  • Base salary range of $55,000–$65,000 CAD.
  • May be eligible for additional compensation and benefits including Wellness Subsidy, Equity Grants, and 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 reimbursements.
  • Wellness reimbursement.
  • Employee referral program.
  • Employee recognition and social events.

Interested in this position?

Apply directly on the company website

Apply Now

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