Talent.com
D2l
Remote Bilingual Product Support Analyst (Spanish/Brazilian Portuguese)D2l • LaSalle, Quebec
Remote Bilingual Product Support Analyst (Spanish/Brazilian Portuguese)

Remote Bilingual Product Support Analyst (Spanish/Brazilian Portuguese)

D2l • LaSalle, Quebec
30+ days ago
Job type
  • Full-time
  • Remote
Job description

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. 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.


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 one of Spanish or Brazilian Portuguese is required


Desired Competencies:



  • Ability to learn and adapt to new tools and products quickly

  • Strong ability to recognize patterns

  • Ability to work individually and in collaboration with colleagues

  • Ability to work well in a fast-paced environment

  • Demonstrable ability to multitask both independently and within a team

  • Ability to identifying trends and make suggestions for technical modifications to resolve existing and future problems

  • Excellent research capabilities


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


This position is to fill an existing vacancy

Create a job alert for this search

Remote Bilingual Product Support Analyst (Spanish/Brazilian Portuguese) • LaSalle, Quebec

Similar jobs

Bilingual IT Support Analyst (French/English) - Remote

SearchLabsMontreal (administrative region), QC, CA
Remote
Full-time

A technology solutions company is seeking a Bilingual Technical Support Analyst (French/English) to provide first and second-level support to internal users.Candidates should have 3+ years in IT su... Show more

 • Promoted

Analyste Hybride en Support Applicatif

Sollio AgricultureMontreal (administrative region), QC, CA
Permanent

Cherchez-vous à transformer l'agriculture? Devenez Analyste Hybride en Support Applicatif à Montréal.Ce rôle allie télétravail et travail au bureau pour enrichir la qualité de notre plateforme numé... Show more

 • Promoted

AI Support Analyst

Tata Consultancy ServicesMontreal (administrative region), QC, CA
Full-time

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to c... Show more

 • Promoted

Technical Support Analyst | Analyste du support technique

Jesta I.S.Montreal (administrative region), QC, CA
Full-time

ERP pour les industries de l’habillement, de la chaussure et des biens de consommation.Notre clientèle mondiale comprend de nombreuses marques reconnues et continue de croître.Nous sommes à la rech... Show more

 • Promoted

Analyste Support Technique - Bilingue

ALFACONSEIL.CAMontreal West, QC, CA
Full-time

Recherchez-vous un rôle stimulant en tant qu'Analyste Support Technique ? Aidez les utilisateurs et améliorez les processus dans un environnement dynamique.Dans ce poste, vous serez en première lig... Show more

 • Promoted

Bilingual Tech Support Specialist for FlowFit

XTMMontreal (administrative region), QC, CA
Full-time

A leading company in language technology is seeking an Application Support Specialist based in Greater Montreal.The role involves providing technical support, resolving issues, and collaborating wi... Show more

 • Promoted

Product Support Analyst

InveraMontreal (administrative region), QC, CA
Full-time +1

Environnement de travail sur site.Lieu de travail : 4333 rue Sainte-Catherine, Westmount (Québec) H3Z 1P9.Salaire annuel : 36,00 $ / heure basé sur une semaine de travail de 37,5 heures.Invera est ... Show more

 • Promoted

Kondor Support Analyst

Talan - AmericasMontreal (administrative region), QC, CA
Full-time

Ce poste est basé à Montréal, Canada.This position is based in Montreal, Canada.Talan est un groupe international de conseil et d’expertises technologiques qui accélère la transformation de ses cli... Show more

 • Promoted

Investment Banking Technical Support Analyst

mthree Recruiting PortalMontreal (administrative region), QC, CA
Full-time

Start your journey in investment banking as a Technical Support Analyst focused on production systems.Benefit from structured training in essential topics like DevOps, Python programming, and ITIL.... Show more

 • Promoted

Remote Bilingual Customer & Tech Support Specialist

ConcentrixMontreal (administrative region), QC, CA
Remote
Full-time

A top-tier employer in customer service is looking for candidates for a remote position based in Calgary, Alberta.The role involves handling customer inquiries via various communication channels an... Show more

 • Promoted

Analyste SAS EG — Support Proactif (Hybride, Montréal)

CHROME TECHNOLOGIESmontreal (administrative region), qc, Canada
Full-time

Une entreprise spécialisée en technologies recherche un Analyste au support application SAS pour travailler à Montréal.Le candidat expérimenté fournira un soutien à 200‑300 utilisateurs d'une plate... Show more

 • Promoted

Montreal IT Site Lead - Bilingual Tech Support

Osmose CanadaMontreal (administrative region), QC, CA
Full-time

A leading technology support firm in Montreal is looking for a bilingual Technical Support Specialist to provide excellent service to users across various platforms.The role involves troubleshootin... Show more

 • Promoted

Montreal Technical Support Analyst at BDO

BDO CanadaMontreal (administrative region), QC, CA
Full-time

Elevate your IT career with BDO's Technical Support Analyst position in Montreal, focusing on device setup and user support.This role is vital for enhancing our internal service delivery across Can... Show more

 • Promoted

Senior Analyst, Customer Application Support

Experience AI SolutionsMontreal (administrative region), QC, CA
Full-time

Analyste principal(e), Support aux applications clients (Analyste de la surveillance et du reporting des produits).Excellentes compétences en anglais.Travaillez pour une multinationale primée, soci... Show more

 • Promoted

AI Support Analyst

Pacer GroupMontreal (administrative region), QC, CA
Full-time

Work Arrangement: Montreal; Hybrid: 3 days in office.Pay Rate: CAD $60-63/hour Incorporated.Application Deadline: July 30th, 2026.Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok, Google G... Show more

 • Promoted

Analyst, Product Support

Bombardier Transportation GmbHDorval, QC, CA
Full-time

When applicable, Bombardier promotes flexible and hybrid work policies.At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and b... Show more

 • Promoted

Hybrid Product Support Specialist - Bilingual (Fr/En)

CorpayMontreal, Montreal (administrative region), CA
Full-time

Corpay is seeking a Product Support Specialist in Montreal to provide top-notch customer service and support for its applications in a hybrid environment.Ideal candidates will possess a high school... Show more

 • Promoted

Bilingual Technical Support Analyst (French/English)

SearchLabsMontreal (administrative region), QC, CA
Full-time

Bilingual Technical Support Analyst (French/English).Bilingual Technical Support Analyst (French/English).Technical Bilingual (French/English) Support Analyst – Level 1/2.You will be working in a s... Show more

 • Promoted

Senior Banking App Support Analyst – Hybrid (Montréal)

Talan GroupMontreal, Montreal (administrative region), CA
Full-time

Un cabinet de conseil recherche un Analyste en support applicatif senior avec une expertise dans le secteur bancaire.Le candidat idéal doit avoir au moins 5 ans d'expérience, des connaissances appr... Show more

 • Promoted

Technical Support Analyst

BDOMontreal, Montreal (administrative region), CA
Full-time

Putting people first, every dayBDO is a firm built on a foundation of positive relationships with our people and our clients.Each day, our professionals provide exceptional service, helping clients... Show more