Technical Support Specialist at ABB, providing technical assistance to customers and ensuring satisfaction by executing support work. Involves teamwork and technical problem solving.
About the role
- Product Support Analyst troubleshooting technical issues for D2L while ensuring a high-quality support experience. Collaborate with teams on solutions and maintain documentation.
Responsibilities
- Analyze problem reports and determine their cause and solutions
- Act as an escalation point for client Subject Matter Experts
- Serve as the primary point of contact for client technical teams
- Offer world-class support experience for D2L Administrators
- Conduct thorough research and implement solutions using various technical documents
- Replicate, diagnose, and resolve technical problems using troubleshooting techniques
- Create, update, and resolve support cases within defined Service Level Objectives
- Improve product/tool design and functionality through software defect and feature enhancement reports
- Create support documentation including FAQs and Knowledge-based Articles
- Participate in collaborative troubleshooting sessions to identify root causes of complex issues
- Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time
Requirements
- Strong analytical skills
- Creative problem solvers
- Excellent communicators comfortable discussing technical issues with clients
- Ability to learn and adapt to new tools and products quickly
- Strong ability to recognize patterns
- Ability to work individually and in collaboration with colleagues
- Ability to work well in a fast-paced environment
- Demonstrable ability to multitask both independently and within a team
- Ability to identify trends and make suggestions for technical modifications to resolve existing and future problems
- Excellent research capabilities
- 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
- Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions
- Understanding of web applications and how they work at a high level (web servers, database servers, client-to-server communication)
- Familiarity with Wireshark, Fiddler, and other browser based diagnostic and reporting tools
- Strong customer service skills
- Keen attention to detail and organization skills
- Excellent time management and prioritization skills
- Strong analytical and decision-making skills
- Excellent problem-solving and navigational skills
- Experience working with Microsoft SQL
- Some experience providing customer service
- Relevant work experience in a similar role
- 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.
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.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Client Technical Support Analyst working with unions on software issues and solutions. Managing technical support tickets and client relationships to ensure effective use of software.
Client Support Representative II at Custom Health providing technical support for healthcare applications. Supporting users and troubleshooting issues through phone and email communication while living in Ontario.
Workday Technical Analyst configuring Workday for Modaxo's global platform. Supporting integration, reporting, security, and release management with a focus on continuous improvement.
Senior Technical Support Analyst providing expert - level support for ERP solutions at Jesta I.S. Resolving complex issues and leading continuous improvement while mentoring team members.
Technical Support Specialist providing remote technical assistance to clients. Resolving technical issues and supporting healthcare technology for improved patient care.
Senior Technical Support Advocate providing expert guidance on products and customer support. Collaborating with internal stakeholders to ensure user satisfaction and technical issue resolution.
Join Safe Software as an FME Technical Support Specialist providing assistance and training for data integration solutions. Collaborate with teams to enhance customer knowledge and resolve technical issues.
Technical Support Specialist providing technical support for corporate users, responsible for managing various software and hardware systems. The role requires being in office three days a week and administering Google Workspace.
L2 - MSP Support Engineer specializing in service delivery for managed services consulting environment. Responsible for troubleshooting Microsoft 365 and Azure issues for remote clients.