Job Description
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.
HOW WILL I MAKE AN IMPACT?
- Effectively prioritize, troubleshoot and resolve client issues
- Resolve issues received by phone, chat, and service desk portal under tight time constraints
- Timely and accurate logging of all support cases
- Building rapport with clients
- Quickly identify incident trends/patterns and recommend steps to mitigate impact
- Troubleshoot issues using a variety of tools including using T-SQL queries
- Clearly communicate technical resolution details to varying stakeholders
- Remain calm under pressure
- Help to develop and deliver knowledge articles
- Participate in Technical Roundtable discussions
- Align client’s needs, goals, and objectives to D2L solutions
- Monitor and participate in both internal and external discussion forums
- Assist with additional tasks as delegated by Manager
- Participate in a shift rotation
WHAT YOU'LL BRING TO THE ROLE:
- Strong customer service skills
- Strong verbal and written communication skills
- Excellent time management, prioritization, and organizational skills
- Strong analytical, problem solving, decision-making skills
- Experience with:
- Familiar with:
- Web services (SOAP and REST), XML, HTML, ASP, ASPX
- Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
- Windows Services
- Able to learn new tools and products quickly
- Strong ability to recognize patterns
- Able to work individually and in collaboration with colleagues
- Bilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese
Desired
- LMS experience – user, administration, and/or support
- Working experience in a support role within a multi-tier support organization
- Experience with
- System Monitoring, including application and database performance monitoring
- Cloud Solutions including, AWS and VM environments
- Wireshark, Fiddler, and other browser based diagnostic and reporting tools
- Active Directory, OAuth, LDAP, and SAML solutions
- Industry Help Desk solution (example: SalesForce, ServiceNow, or other CRM solution)
- C#, .NET, JAVA, JavaScript and Microsoft tools and technologies
- Concepts of enterprise software development such as: scalability, security, and performance (especially in areas of troubleshooting and problem analysis)
- Working knowledge of
- LTI and IMS Global standards
- Foundation ITIL V2 or V3 and ITSM
- Knowledge Centered Service
Education Recommendations:
- Bachelor's degree in Computer Science, Math, Engineering or equivalent technical experience
Why we’re awesome:
- Flexible work hours
- Health and wellness programs
- Collaborative work environment
- Dog Friendly office
- Snacks and food trays!
- Foosball and Ping-Pong tables
- Showers on site
- Centrally located in downtown, close to restaurants and pubs, easily accessible by public transit
