Product Support Analyst

We may continue to review applications on a rolling basis but recommend applying by January 20th at 9:00am ET to ensure you are included in initial application reviews.
The Product Support Analyst requires an individual who has experience in resolving complex technical issues reported by Administrators of Brightspace products and Services. This role requires great troubleshooting skills and the ability to think quickly and creatively as well as collaborate with your peers to deliver timely and accurate solutions to complex possess technical knowledge problem solving skills and the ability to work efficiently in a helpdesk environment providing technical support to this position you will provide support for clients from all verticals (K12 Higher Education and Enterprise) who use D2Ls suite of eLearning web-based software. We are client-experience and data-driven organization and require that ability to support Administrators in time-sensitive and at times frustrating situations by delivering both technical solutions and a world class client experience while adhering to our KPIs and processes.
Resolving specific client issues received by chat phone email or assignment through call tracking system under tight time constraints
Identifying and solving site related issues
Identifying and correcting improperly configured installations
Timely logging of all support calls in call tracking system and escalation of problems where appropriate
Updating call tracking system with all appropriate details while providing timely customer updates on issues
Improving D2L product/tool design and efficiency by reviewing and providing feedback on functional specifications technical specifications and submitting Feature Requests Usability Issues and Bugs to Product Development
Developing support documents FAQs and Knowledge-Based Articles
Participating in special projects as required
Customer service communication listening and human relations skills are required in order to determine client needs understand and relay information build positive rapport confidence and trust and participate as an effective team member
Attention to detail organizational and time management skills are essential in order to accurately enter data maintain records and focus on multiple priorities in a fast paced environment
Excellent verbal written and communication skills to effectively partner with clients customers and stakeholders of all levels
Proven SQL experience writing queries for SQL Server
Familiarity with programing specifically XML HTML/XHTML JAVA JavaScript ASP
Understanding of Network topography (Database App File Servers and load-balancing)
Confidence supporting enterprise software applications
Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an asset
Experience with eLearning software and supporting a Learning Management System would be an asset.
Bilingual (English/French) is an asset
Familiarity and interest in AI tools (e.g. Currently enrolled in a program like Computer Science Information Technology Educational Technology and Information Systems.