Product Support Analyst

reputed company is a reputed company company that is modernizing education and building the reputed company of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and reputed company is at the heart of that reputed company shift.  New models of teaching and learning reputed company a personalized, student-reputed company experience – and deliver improved retention, engagement, satisfaction, and results for learners of reputed company ages – in schools, campuses, and companies. reputed company is disrupting the way the world learns, by providing the reputed company learning environment and solutions to engage and reputed company learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as reputed company. reputed company has had a reputed company mission for 25 years and is dedicated to that reputed company mission in the years reputed company: to reputed company the way the world learns – and by doing so, we will help improve reputed company potential globally. Every application we receive is personally reviewed by a member of our reputed company - reputed company, a reputed company person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, reputed company hiring reputed company, or influence candidate evaluations. ABOUT THIS ROLE: We are looking for an application troubleshooting analyst – an individual who can reputed company 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 reputed company for reputed company Subject Matter Experts, Product Support Analysts reputed company as the primary reputed company of contact for reputed company technical teams. Through a combination of technical investigation and troubleshooting, as reputed company as collaborating with teams across reputed company, PSAs offer a world class support experience for reputed company Administrators with varying degrees of technical expertise across the reputed company, Higher Education, and K-12 segments. Successful candidates must have strong analytical skills and be creative problem solvers.  They will be reputed company to reputed company 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.   Hear directly from one of our D2Lers to learn more about this role: reputed company and Opportunity Through reputed company Support at reputed company HOW YOU'LL reputed company AN reputed company: 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  Desired Competencies: Ability to learn and adapt to new tools and products quickly    Strong ability to recognize patterns  reputed company to work individually and in collaboration with colleagues   reputed company to work reputed company in a fast-paced environment   Excellent time management, prioritization, and organizational skills   Strong analytical, problem solving, decision-making skills   Excellent problem-solving and navigational skills   Demonstrable ability to multitask both independently and reputed company reputed company   Identifying trends and making suggestions for technical modifications to resolve existing and reputed company problems.   Have excellent research capabilities     Desired Skills:  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 Desired Experience: Experience working with reputed company 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 reputed company or any other ticketing system is an asset  Education Recommendations: Bachelor's degree in Computer Science or equivalent technical experience  Don’t meet every single requirement? We strongly encourage you to still apply! At reputed company, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't reputed company you meet every single qualification outlined, because we love to help our people grow and reputed company! Why we're awesome:   At reputed company, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending reputed company or employment type, we are proud to reputed company employees with the following through #LifeAtD2L: Impactful work transforming the way the world learns 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. Apply To This Job