Job Description
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 deliverimproved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies. 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 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally. A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L. ABOUT THIS ROLE: 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 forclient Subject Matter Experts, Product Support Analystsact as the primarypoint of contactfor client technical teams. Through a combination oftechnical investigation and troubleshooting, as well as collaborating with teams across D2L,PSAsoffer a world class support experience for D2LAdministratorswith varying degrees of technicalexpertiseacross the Enterprise, Higher Education, andK-12segments. Successful candidates must have strong analytical skills and be creative problem solvers.They will be able to makeaccuraterisk assessments anddemonstrateabove-average attention to details and competencies.They are excellent communicators and are comfortable discussing technical issues with clients whose technicalexpertisemay vary. 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 weekendsbased on Eastern Time Perform other duties as assigned by Manager WHAT YOU'LL BRING TO THE ROLE: Bilingual in one or more of the following is required:French, Spanish, Brazilian Portuguese (Please note: We are currently hiring for French language skills but continue to collect applications for Spanish and Brazilian Portuguese for future openings) Desired Competencies: 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 i dentifying trends and make suggestions for technical modifications to resolve existing and future problems Excellent research capabilities Desired Skills: Strong ability to write, interpret, and debug SQL queries on demand Working knowledge ofWeb 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 toolsCommunicate technical and complex information in verbal and written form 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 Experience: Experience working with Microsoft SQL Some experience providing customer service Relevant work experience in a similar roleExperience working in a Helpdesk environment is considered an assetLMS experience – user, administration, and/or support is considered an asset Experience with Salesforce or any other ticketing system is an asset Education Recommendations: Bachelor's degree in Computer Scienceor equivalent technical experience 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! Why we're awesome: 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 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) 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. D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us atcareers@d2l.comand a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially.D2L maintains a drug-free workplace. ScheduleTemporary By clicking on the “Submit Application” button above, you acknowledge, agree and/or provide your explicit consent for the D2L family of companies to use the information you have provided for the purpose of considering and evaluating you as a candidate for employment with the D2L family of companies; to store your information on their vendor systems; to share your information within the D2L family of companies, their vendors, partners or other third parties for the purpose of processing your employment application; and to use your personal information to contact you in the future for any other suitable employment opportunities; The D2L family of companies and its vendors, partners, and third parties and their systems may be located in jurisdictions different from your jurisdiction of residence. For more information on how the D2L family of companies protects your privacy,please review D2L’s Privacy Statement . To all recruitment agencies: D2L does not accept agency resumes. Please do not forward resumes to our HR alias e-mail address, to any D2L employee, or to other Desire2Learn e-mail addresses. D2L will not pay any fees related to unsolicited resumes.#J-18808-Ljbffr