Bilingual Product Support Analyst (Canadian French)

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 25 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.

Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

ABOUT THIS ROLE:

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 . T hrough 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 d emonstrate above-average attention to details and competencies . They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.

HOW YOU'LL MAKE AN IMPACT:

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

WHAT YOU'LL BRING TO THE ROLE:

Fluency in English and Canadian French is required

Desired Competencies:

Ability to learn and adapt to new tools and products quickly