[Remote] Bilingual Product Support Analyst (Spanish/Brazilian Portuguese)

Note: The job is a remote job and is open to candidates in USA. D2L is a cloud company that is modernizing education and building the Future of Work. They are seeking a Bilingual Product Support Analyst who will perform analysis of problem reports, troubleshoot issues, and provide world-class support to clients in various educational segments.

Responsibilities

• 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

Skills

• Fluency in English and one of Spanish or Brazilian Portuguese is required
• Strong analytical skills
• Creative problem solvers
• Ability to make accurate risk assessments
• Above-average attention to details and competencies
• Excellent communicators
• Comfortable discussing technical issues with clients whose technical expertise may vary
• 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 identify trends and make suggestions for technical modifications to resolve existing and future problems
• Excellent research capabilities
• 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
• 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
• 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
• Bachelor's degree in Computer Science or equivalent technical experience

Benefits

• Wellness Subsidy
• Equity Grants
• Variable Incentive
• 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.

Company Overview