Technical Support Analyst delivering pre and post implementation support in software for HR solutions. Engaging with clients to troubleshoot and resolve technical issues effectively.
About the role
- Product Support Analyst troubleshooting client technical issues for D2L's cloud educational solutions. Engaging in technical investigations and collaborating with global teams to ensure effective issue resolution.
Responsibilities
- Perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable
- Act as an escalation point for client Subject Matter Experts
- Interact with users facing technical issues via electronic communication (chat, phone, email, or case tracking system)
- Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents
- Identify and correct improperly configured installations
- Replicate, diagnose, and resolve technical problems experienced by users
- Create, update, and resolve support cases within defined Service Level Objectives
- Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
- Create Support documentation, including FAQs and Knowledge-based Articles
- Participate in collaborative troubleshooting sessions
Requirements
- Fluency in English and one of Spanish or Brazilian Portuguese is required
- Strong analytical skills
- Technical troubleshooting abilities
- Excellent communication skills
- Experience working in a Helpdesk environment is considered an asset
- LMS experience – user, administration, and/or support is considered an asset
- Experience with Salesforce or any other ticketing system is an asset
- Strong ability to write, interpret, and debug SQL queries on demand
- Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies.
- Excellent research capabilities.
Benefits
- Impactful work transforming the way the world learns
- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
- 2 Paid Days off for Catch the Wave related activities like exams or final assignments
- Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
- Retirement planning
- 2 Paid Volunteer Days
- Competitive Benefits Package
- Home Internet Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.
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