Full-Time

Bilingual Product Support Analyst

Future Opportunities

Confirmed live in the last 24 hours

D2L

D2L

1,001-5,000 employees

Online learning platform for education sectors

Education

Entry, Junior

Toronto, ON, Canada + 2 more

More locations: Remote in Canada | Kitchener, ON, Canada

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
JavaScript
Wireshark
SQL
Java
Salesforce
C#
HTML/CSS

You match the following D2L's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Bilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese
  • 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
  • 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
  • Bachelor's degree in Computer Science or equivalent technical experience
Responsibilities
  • 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

D2L specializes in online teaching and learning solutions, primarily through its Brightspace Learning Management System (LMS). This platform is designed to enhance the delivery of education across various sectors, including K-12 schools, higher education institutions, and corporate organizations, with over 15 million users worldwide. Brightspace offers features such as course management, performance tracking, and tools for student engagement, all accessible through a subscription-based model. Clients pay a recurring fee to utilize the platform, with options for additional services to customize their learning environments. D2L differentiates itself in the growing EdTech market by focusing on continuous updates and improvements to its platform, ensuring that clients receive ongoing value. The company's goal is to transform education through technology, making learning more effective and accessible.

Company Stage

IPO

Total Funding

$163.9M

Headquarters

Kitchener, Canada

Founded

1999

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

-1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • D2L's AI-powered Lumi package aligns with the demand for personalized learning.
  • Integration of H5P tools boosts user engagement and retention on D2L's platform.
  • Growing emphasis on accessibility presents opportunities for D2L's Accessibility Bundle.

What critics are saying

  • Emerging EdTech startups pose a threat to D2L's market share.
  • Rapid tech advancements may outpace D2L's feature integration capabilities.
  • Data privacy concerns could increase operational costs for D2L.

What makes D2L unique

  • D2L's Brightspace ranked first for usability and innovation in Tambellini StarChart 2024.
  • D2L's acquisition of H5P enhances interactive content creation capabilities.
  • D2L's Accessibility Bundle supports diverse learning needs with AI-powered tools.

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Benefits

Flexible Work Hours

Tuition Reimbursement

Paid Vacation

Mental Health Support

401(k) Retirement Plan

Paid Volunteer Days

Phone/Internet Stipend

Wellness Program