Product Support Analyst - D2L, Kitchener Ontario

Role Overview

D2L is a cloud company dedicated to modernizing education and shaping the Future of Work. With a singular mission for 25 years, D2L is at the forefront of transforming teaching and learning models, providing next-generation learning environments that engage and inspire learners globally. Their platform is designed to be easy, flexible, and smart, offering robust and innovative solutions that improve retention, engagement, satisfaction, and results for students of all ages across schools, campuses, and companies.

As a Product Support Analyst at D2L, you will be a crucial application troubleshooting expert. This role involves performing detailed analysis of problem reports to identify the root cause, determine solutions, or recommend effective workarounds. Acting as an escalation point, you will be the primary point of contact for client technical teams. Through a combination of in-depth technical investigation, troubleshooting, and collaboration with various D2L teams, you will provide world-class support. Successful candidates will demonstrate strong analytical skills, creative problem-solving ability, and above-average attention to detail. Excellent communication skills are essential for discussing complex technical issues with clients who possess varying degrees of technical expertise across Enterprise, Higher Education, and K-12 segments.

Day-to-Day Responsibilities

• Utilize electronic communication channels such as chat, phone, email, or case tracking systems to interact with users facing technical issues, accurately identifying and documenting the problems they encounter.
• Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents.
• Identify and correct improperly configured installations of D2L products.
• Replicate, diagnose, and resolve technical problems experienced by users, employing effective troubleshooting techniques to ensure prompt resolution.
• Create, update, and resolve support cases within defined Service Level Objectives.
• Improve product/tool design and functionality through the 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 technical issues.
• Participate in a shift rotation, which includes weekdays, evenings, and weekends, based on Eastern Time.
• Perform other duties as assigned by Manager.

Qualifications

To excel in this Product Support Analyst role, candidates should bring a combination of desired competencies, technical skills, relevant experience, and educational background.

• Ability to learn and adapt to new tools and products quickly.
• Strong ability to recognize patterns in technical issues.
• 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.
• Communicate technical and complex information effectively in both 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.

Desired technical skills include:

• 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.
• Familiarity with Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.
• Understanding of web applications and how they function at a high level (web servers, database servers, client-to-server communication).
• Proficiency with Wireshark, Fiddler, and other browser-based diagnostic and reporting tools.

Desired experience for this role includes:

• 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 (Learning Management System) 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.

For education, a Bachelor's degree in Computer Science or equivalent technical experience is recommended.