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D2L·Canada·29 авг.
Bilingual Product Support Analyst (Canadian French)
4 583 – 5 417 CAD
≈ 287,3 тыс.–339,6 тыс. ₽
🌍 УдалённоБез опытаПолная занятость🌐 Глобал
Платят на 87% выше медианы грейда.
Наша компания
D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
О роли
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L. D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahe
Наши требования
Fluency in English and Canadian French is required
We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable
Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments
Successful candidates must have strong analytical skills and be creative problem solvers. They will be able to make accurate risk assessments and demonstrate above-average attention to details and competencies. They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary
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 identifying 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
Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions
Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
Wireshark, Fiddler, and other browser based diagnostic and reporting tools
Communicate technical and complex information in verbal and written form
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
Acumen with Artificial Intelligence Tools
Bachelor's degree in Computer Science or equivalent technical experience
This position is to fill an existing vacancy
$55,000—$65,000 CAD
Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!
Дополнительно
Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering
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, employing troubleshooting techniques to ensure prompt resolution
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 both internal and client-facing 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
Perform other duties as assigned by Manager
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L
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 SkillsWave Program
2 Paid Days off for SkillsWave-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 Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices
The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more
Base Salary Range
Технологии и навыки
D2L
Canada
ГрейдБез опыта
ЗанятостьПолная занятость
РегионКанада
ФорматУдалённо
ИсточникСкрыто
Опубликовано29 авг.
Мы против мошенников на площадке: если тебя просят заплатить, продиктовать код или установить непонятное приложение, прекращай общение и сразу пиши нам (чат с основателем или форма обратной связи).