Bilingual Product Support Analyst (Canadian French)

D2L is hiring a Bilingual Product Support Analyst who speaks English and Canadian French. You would be the main technical contact for client teams, taking problem reports from administrators and figuring out where the problem is, what caused it, and how to fix it or work around it. This is for someone who likes digging into a technical issue and explaining it clearly to people whose technical background varies.

D2L is a cloud company that has worked on learning platforms for 25 years. Its customers span enterprise, higher education, and K-12. The company says every application is reviewed by a person on its talent acquisition team, and that its internal AI tools are used for tasks like meeting notes and summaries, not for ranking resumes or making hiring decisions.

What you will do

• Talk with users who have technical issues by chat, phone, email, or through the case tracking system, and document the problems they report
• Research solutions using user guides, technical manuals, and other documents
• Find and correct improperly configured installations
• Replicate, diagnose, and resolve technical problems, using troubleshooting to get to a resolution
• Create, update, and resolve support cases within defined Service Level Objectives
• Write Software Defect reports and Feature Enhancement reports to improve product and tool design
• Write support documentation, including FAQs and internal and client-facing knowledge base articles
• Join collaborative troubleshooting sessions to find root causes of complex issues
• Work a shift rotation covering weekdays, evenings, and weekends based on Eastern Time
• Take on other duties assigned by your manager

What they are looking for

Fluency in English and Canadian French is required.

Desired competencies include learning new tools and products quickly, recognizing patterns, working alone and with colleagues, working well in a fast-paced environment, multitasking independently and within a team, spotting trends and suggesting technical changes, and strong research skills.

Desired skills include writing, interpreting, and debugging SQL queries on demand, plus 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 at a high level, including web servers, database servers, and client-to-server communication
• Wireshark, Fiddler, and other browser-based diagnostic and reporting tools

They also want someone who can communicate technical information in speech and writing, with strong customer service, attention to detail, organization, time management, prioritization, analytical and decision-making skills, and problem-solving ability.

Experience and education

• Experience working with Microsoft SQL
• Some experience providing customer service
• Relevant work experience in a similar role; helpdesk experience is an asset
• LMS experience as a user, administrator, or support person is an asset
• Experience with Salesforce or another ticketing system is an asset
• Acumen with artificial intelligence tools
• Bachelor's degree in Computer Science or equivalent technical experience

D2L encourages people to apply even if they do not meet every qualification.

Pay and benefits

The base salary range for this role is CAD 55,000 to 65,000 per year. The offer depends on the candidate's knowledge, skills, education, training, and experience, and is set using market data for the location and industry. The role may also be eligible for a Wellness Subsidy, Equity Grants, Variable Incentive, and other benefits.

D2L lists these offerings: flexible work arrangements, learning and growth opportunities, tuition reimbursement of up to CAD 4,000 through its SkillsWave Program, 2 paid days off for SkillsWave activities like exams or final assignments, mental health services and an EFAP program, financial planning, retirement planning, 2 paid volunteer days, a competitive benefits package, home internet reimbursements, an employee referral program, wellness reimbursement, employee recognition, social events, and dog-friendly office spaces at its HQ in Kitchener, Winnipeg, Vancouver, and Melbourne offices.

This position is filling an existing vacancy.