Product Support Analyst

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 Administrators with 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:

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 

Education Recommendations:

• Bachelor's degree in Computer Science or equivalent technical experience 

This position is to fill an existing vacancy