双语产品支持分析师（西班牙语/巴西葡萄牙语）
Bilingual Product Support Analyst (Spanish/Brazilian Portuguese)
D2L 是一家致力于重塑教育并打造未来工作方式的云公司。传统的教学和学习模式正处于历史上最大的变革之中，而 D2L 正是这一根本性转变的核心。
新的教学和学习模式能够提供个性化的、以学生为中心的体验，并为各个年龄段的学习者在学校、校园和企业中带来更好的留存率、参与度、满意度和成果。
D2L 正通过提供下一代学习环境和解决方案来改变世界的学习方式，激发学习者的兴趣和动力。最重要的是，我们为客户提供了一个易于使用、灵活且智能的平台。没有其他公司能像 D2L 一样提供如此强大且创新的解决方案。
D2L 在过去 25 年里始终专注于一个使命，并将在未来继续致力于该使命：改变世界的学习方式——从而帮助全球提升人类潜力。
我们收到的每一份申请都会由我们的招聘团队成员亲自审核——是的，真的有人会查看你的简历！虽然我们在内部使用人工智能工具来简化会议记录、摘要和行政工作等任务，但这些工具不会对简历进行排名、做出招聘决定或影响候选人的评估。
关于这个职位：
我们正在寻找一名应用故障排查分析师——一位能够对给定的问题报告进行分析，并确定问题所在、原因、解决方案，或在适用时推荐有效的解决方法的人。
作为客户主题专家的升级联系点，产品支持分析师是客户技术团队的主要联系人。通过技术调查和故障排除，以及与 D2L 各个团队协作，PSA 为 D2L 管理员提供世界级的支持体验，这些管理员在企业、高等教育和 K-12 学段中的技术能力各不相同。
成功的候选人必须具备强大的分析能力，并能创造性地解决问题。他们能够准确进行风险评估，并展现出高于平均水平的细节关注能力和专业技能。他们是优秀的沟通者，能够与技术能力各异的客户讨论技术问题。
你将如何产生影响：
- 通过聊天、电话、电子邮件或通过案例跟踪系统分配的任务，使用电子通信与用户互动，协助他们解决遇到的问题
查看英文原文
D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire 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 D2L.
D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real 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, make hiring decisions, or influence candidate evaluations.
ABOUT THIS ROLE:
We are looking for an application troubleshooting analyst – an individual who can perform 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 point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2L Administratorswith varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.
Successful candidates must have strong analytical skills and be creative problem solvers. They will be able to make 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.
HOW YOU'LL MAKE AN IMPACT:
- 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
WHAT YOU'LL BRING TO THE ROLE:
· Fluency in English and Canadian French is required
Desired Competencies:
- 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
- Demonstrable ability to multitask both independently and within a team
- Ability to identifying trends and make suggestions for technical modifications to resolve existing and future problems
- 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, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies
- Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.
- Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
- Wireshark, Fiddler, and other browser based diagnostic and reporting tools
- Communicate technical and complex information in verbal and written form
- 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 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
- Acumen with Artificial Intelligence Tools
Education Recommendations:
· Bachelor's degree in Computer Science or equivalent technical experience
This position is to fill an existing vacancy
The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.
Base Salary Range
$55,000—$65,000 CAD
Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!
Why we're awesome:
At D2L, 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 on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:
- 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 SkillsWave Program
- 2 Paid Days off for SkillsWave-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 Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.
Originally posted on Himalayas