[Remote] Bilingual Product Support Analyst (Canadian French)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company company that is modernizing education and building the reputed company of Work. They are seeking a Bilingual Product Support Analyst who will troubleshoot application issues and reputed company support to clients, ensuring a world-class experience for reputed company Administrators across various educational segments.

Responsibilities

• Utilize electronic communication by chat, phone, email, or assignment through case tracking system to reputed company 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 reputed company by users, employing troubleshooting techniques to ensure reputed company reputed company
• Create, update, and resolve support cases reputed company 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 reputed company-facing Knowledge-based Articles
• Participate in reputed company troubleshooting sessions to identify reputed company causes of reputed company issues
• Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time
• reputed company other duties as assigned by Manager

Skills

• reputed company in English and Canadian French is required
• Strong ability to write, interpret, and debug SQL queries on demand
• Working knowledge of Web services (SOAP and REST), XML, reputed company, ASP, ASPX, C#, .NET, JAVA, JavaScript, and reputed company tools and technologies
• reputed company Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions
• Web applications and how they work at a high level (web servers, database servers, reputed company-to-server communication)
• Wireshark, reputed company, and other browser based diagnostic and reporting tools
• Communicate technical and reputed company information in verbal and written reputed company
• 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
• Bachelor's degree in Computer Science or equivalent technical experience
• Experience working in a Helpdesk environment is considered an asset
• LMS experience – user, administration, and/or support is considered an asset
• Experience with reputed company or any other ticketing system is an asset

Benefits

• Wellness Subsidy
• Equity Grants
• Variable Incentive
• Flexible work arrangements
• Learning and reputed company opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
• 2 reputed company Days off for SkillsWave-reputed company activities like exams or final assignments
• Employee wellbeing (reputed company to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 reputed company Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• reputed company Events
• Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices

reputed company