Full-Time
Future Opportunities
Posted on 7/19/2023
Online and in-person learning technology provider
Junior, Mid, Senior
Remote
- 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
- Please note we do not have any current openings for this role, but will be continuing to collect applications and speak with candidates for future opportunities!
- Bilingual in one or more of the following is required: French, Spanish, Brazilian Portuguese (Please note: We are currently hiring for Spanish language skills but continue to collect applications for French and Brazilian Portuguese for future openings)
- Bachelor's degree in Computer Science or equivalent technical experience
- 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
- 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 identifying trends and make suggestions for technical modifications to resolve existing and future problems
- Excellent research capabilities
- 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
- Communicate technical and complex information in 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
- 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
D2L stands out as a global leader in the EdTech industry, with a strong commitment to transforming the learning experience for individuals of all ages. The company's competitive edge lies in its comprehensive ecosystem that supports millions of online and in-person learners, backed by a diverse and dedicated workforce that strives to humanize technology. D2L's unique approach to creating unforgettable learning experiences, coupled with their technical expertise, positions them as a compelling workplace for those passionate about education and technology.
Company Stage
Series B
Total Funding
$168.5M
Headquarters
Kitchener, Canada
Founded
1999