Bilingual Product Support Analyst – Spanish/Brazilian Portuguese

🕒 March 9

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D2L

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

📚 Education

☁️ SaaS

💰 $85M Series B on 2014-08

Education • SaaS

D2L is a company committed to transforming the future of education and work through high-quality learning solutions. Their platform, D2L Brightspace, offers personalized, scalable learning opportunities tailored for various sectors, including K-12 education, higher education, business, training organizations, and government. D2L provides a comprehensive learning management system that incorporates AI-driven tools to enhance teaching and learning experiences. The company emphasizes accessibility and inclusivity, ensuring that their solutions meet diverse learner needs, and supports their users with dedicated customer and learning services.

📋 Description

• Perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable • Act as an escalation point for client Subject Matter Experts • Interact with users facing technical issues via electronic communication (chat, phone, email, or case tracking system) • 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 • 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 Knowledge-based Articles • Participate in collaborative troubleshooting sessions

🎯 Requirements

• Fluency in English and one of Spanish or Brazilian Portuguese is required • Strong analytical skills • Technical troubleshooting abilities • Excellent communication skills • 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 • 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. • Excellent research capabilities.

🏖️ Benefits

• Impactful work transforming the way the world learns • Flexible work arrangements • Learning and Growth opportunities • Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program • 2 Paid Days off for Catch the Wave related activities like exams or final assignments • Employee wellbeing (Access to mental health services, EFAP program, financial planning and more) • Retirement planning • 2 Paid Volunteer Days • Competitive Benefits Package • Home Internet Reimbursements • Employee Referral Program • Wellness Reimbursement • Employee Recognition • Social Events • Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.