Product Support Analyst- 8 months contract

at  D2L

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.
D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

GENERAL DESCRIPTION:

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.

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
  The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.
  Base Salary Range