Analyze problem reports and determine their cause and solutions
Act as an escalation point for client Subject Matter Experts
Serve as the primary point of contact for client technical teams
Offer world-class support experience for D2L Administrators
Conduct thorough research and implement solutions using various technical documents
Replicate, diagnose, and resolve technical problems using troubleshooting techniques
Create, update, and resolve support cases within defined Service Level Objectives
Improve product/tool design and functionality through software defect and feature enhancement reports
Create support documentation including FAQs and 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

Requirements

Strong analytical skills
Creative problem solvers
Excellent communicators comfortable discussing technical issues with clients
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
Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions
Understanding of web applications and how they work at a high level (web servers, database servers, client-to-server communication)
Familiarity with 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.

Benefits

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 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLWeb servicesSOAPRESTXMLHTMLASPC#.NETJavaScript

Soft Skills

analytical skillsproblem-solvingcommunicationadaptabilitycollaborationmultitaskingattention to detailtime managementdecision-makingcustomer service