Product Support Analyst, Fall 2024 Co-op
D2L
- Kitchener, ON
- Permanent
- Full-time
- Resolving specific client issues received by chat, phone, email or assignment through call tracking system under tight time constraints
- Identifying and solving site related issues
- Identifying and correcting improperly configured installations
- Timely logging of all support calls in call tracking system and escalation of problems where appropriate
- Updating call tracking system with all appropriate details while providing timely customer updates on issues
- Improving D2L product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development
- Developing support documents, FAQ's and Knowledge-Based Articles
- Participating in special projects as required
- Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member
- Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records and focus on multiple priorities in a fast paced environment
- Excellent verbal, written and communication skills to effectively partner with clients, customers and stakeholders of all levels
- Strong analytical, problem solving, decision-making skills
- Proven SQL experience writing queries for SQL Server
- Familiarity with programing specifically XML, HTML/XHTML, JAVA, JavaScript, ASP and .NET
- Working knowledge of Webservices, REST and IIS
- Understanding of Network topography (Database, App, File Servers and load-balancing)
- Confidence supporting enterprise software applications
- Basic knowledge authentication protocols (LDAP, SSO, Shibboleth)
- Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an asset
- Experience with eLearning software and supporting a Learning Management System would be an asset.
- Bilingual (English/French) is an asset
- Education or equivalent experience in technology fields such as Computer Science, Information Technology, Educational Technology, and Information Systems.