Product Support Analyst - Remote

About the Role

We are looking for a Product Support Analyst - Remote to join our team at D2L, a pioneering cloud company dedicated to modernizing education and shaping the Future of Work. As a Product Support Analyst, you will play a crucial role in transforming traditional teaching and learning models, providing innovative, personalized, and student-centric learning experiences. This role offers the opportunity to engage with users globally, helping them navigate technical issues and enhancing their overall experience with our products.

What You'll Do

• Utilize electronic communication by chat, phone, email, or assignment through a case tracking system to interact with users facing technical issues.
• Conduct thorough research and implement appropriate solutions by referring to user guides and technical manuals.
• Identify and correct improperly configured installations to ensure optimal product performance.
• Replicate, diagnose, and resolve technical problems experienced by users efficiently.
• Create, update, and resolve support cases within defined Service Level Objectives.
• Improve product/tool design through the creation of Software Defect reports.
• Create support documentation, including FAQs and Knowledge-based Articles to assist users.
• Participate in collaborative troubleshooting sessions with team members.
• Participate in a shift rotation including weekdays, evenings, and weekends to provide comprehensive support.
• Perform other duties as assigned by the Manager to contribute to team success.

Requirements

• Ability to learn and adapt to new tools and products quickly.
• Strong ability to recognize patterns and troubleshoot effectively.
• Ability to work individually and collaboratively with colleagues in a fast-paced environment.
• Demonstrable ability to multitask both independently and within a team.
• Excellent research capabilities and problem-solving skills.
• Strong ability to write, interpret, and debug SQL queries.
• Working knowledge of web services, XML, HTML, ASP, JAVA, and Microsoft tools.
• Strong customer service skills with a keen attention to detail and organizational skills.

Nice to Have

• Experience in educational technology or related fields.
• Familiarity with cloud-based solutions and their applications in education.
• Previous experience in a customer support role.

What We Offer

• Impactful work transforming the way the world learns.
• Flexible work arrangements to support work-life balance.
• Learning and growth opportunities for professional development.
• Tuition reimbursement of up to $4,000 CAD for continuing education.
• Access to mental health services for employee wellbeing.
• Competitive benefits package including health and wellness reimbursements.
• Home internet reimbursements to support remote work.
• Employee referral program to encourage team growth.
• Social events to foster team camaraderie.