Product Support Specialist (Ref #D2LPS2008)

General Description:

We are seeking a Product Support Representative with a flexible schedule, and experience working in a fast-paced environment. Product Support Specialists provide technical assistance, support and advice to end users and administrators. Our Support department plays an integral role in the organization by interpreting problems and providing support for our software. Candidates must be technically sound, proactive in nature and have the ability to gracefully deliver in high pressure situations.

To be considered for this role candidates would describe themselves as being goal oriented, results driven, and analytical in nature. A successful candidate will be dedicated, enjoy project-based work, and have the ability to multi-task. We emphasize a positive environment with the use of self-managed work teams. Dealing with clients will be required on a daily basis, so strong interpersonal skills are essential.

Division/Department: Professional Services, Support Team

Type of Position: Full-time

Location: Kitchener, Ontario

Responsibilities:

Troubleshoot software user issues and escalate to the appropriate team
Diagnose and resolve client system configuration issues
Assist with the administration of our Customer Care System
Provide first and second level support for problem determination, new installations, upgrades of hardware and software for all support issues
Develop, design and propose solutions to meet technological needs for users
Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
Develop strategies to increase client satisfaction and ensured an optimal level of servicing
Create and administer web profiles and filters
Develop support documents, FAQ's and Knowledge Base Articles
Manage outstanding development issues
Perform special projects as required
24/7 shift rotation and on-call support

Work Experience and Qualifications:

2 years + experience with the above responsibilities
Service oriented phone manner; excellent communication skills
Advanced problem solving skills
In-depth knowledge of Internet technologies
Solid understanding of both hardware and software
Basic knowledge of full product development life cycle
Strong attention to detail
Technical requirements include familiarity with programming, database design, HTML/XHTML, JAVA, JavaScript and ASP
Experience supporting a Learning Management System
Fluent in English and French

Education Recommendations:

Bachelor's degree or equivalent in Computer Science

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.

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