Bilingual Product Support Specialist
(Ref #D2LBPS)
General Description:
Support specialists are responsible for receiving and resolving technical issues faced by external clients in their use of D2L products. They are responsible for timely resolution or escalation of usage issues, bug reports, feature requests, and other issues as reported via phone or email from clients. They are also responsible for building self-help knowledge-base data to help support clients that wish to research their own solutions.
Division/Department: Customer Support
Type of Position: Full-time
Location: Kitchener, Ontario
Main Duties:
- Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
- Proficient at troubleshooting basic problems from students, instructors and administrators
- Good knowledge of browsers/Operating Systems and web-based applications
- Effectively communicate (written and oral) between technical and non-technical individuals
- Able to learn new technical concepts quickly
- Must be willing to work various shifts, including some nights and weekends
Work Experience and Qualifications:
- Experience with web-based technologies
- Relevant Customer Service Experience (call centre environment)
Education Recommendations:
- Bachelor's degree or equivalent
We thank all applicants in advance for their interest. To make the best use of your time and ours, only those applicants whose profiles closely match our requirements will be contacted directly.
