Perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable
Act as an escalation point for client Subject Matter Experts
Interact with users facing technical issues via electronic communication (chat, phone, email, or case tracking system)
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
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 Knowledge-based Articles
Participate in collaborative troubleshooting sessions

Requirements

Fluency in English and one of Spanish or Brazilian Portuguese is required
Strong analytical skills
Technical troubleshooting abilities
Excellent communication skills
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
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.
Excellent research capabilities.

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

SQLSOAPRESTXMLHTMLASPASPXC#.NETJavaScript

Soft Skills

analytical skillstechnical troubleshootingcommunication skillsresearch capabilities