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Product Support Analyst
Full Time
Confirmed live in the last 24 hours
Locations
Remote • Kitchener, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
AWS
JavaScript
C/C++/C#
HTML/CSS
Java
REST APIs
Salesforce
SQL
Requirements
  • 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 based on Eastern Standard time which includes evenings and weekends
  • 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:
  • T-SQL (MS SQL Server)
  • 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
  • Bachelor's degree in Computer Science, Math, Engineering or equivalent technical experience
Desired Qualifications
  • 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
D2L

1,001-5,000 employees

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