Product Support Analyst, French Bilingual

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November 17

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D2L

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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.

1001 - 5000 employees

Founded 1999

📚 Education

☁️ SaaS

💰 $85M Series B on 2014-08

📋 Description

• Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact 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 experienced by users, employing troubleshooting techniques to ensure prompt resolution • 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 both internal and client-facing Knowledge-based Articles • Participate in collaborative troubleshooting sessions to identify root causes of complex issues • Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time • Perform other duties as assigned by Manager

🎯 Requirements

• Fluency in English and French is required • Experience working with Microsoft 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 Salesforce or any other ticketing system is an asset • Ability to learn and adapt to new tools and products quickly • Strong ability to recognize patterns • Ability to work individually and in collaboration with colleagues • Ability to work well in a fast-paced environment • Excellent research capabilities • 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.

🏖️ Benefits

• 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.