French Bilingual Product Support Analyst

• Utilize electronic communication by chat, phone, email, or case tracking system to interact with users facing technical issues, effectively identifying and documenting problems
• Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents
• 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, and participate in collaborative troubleshooting sessions

This role supports D2L's mission to transform the way the world learns by providing world-class technical support that ensures customers can effectively use D2L's learning platform, thereby helping improve human potential globally through accessible education technology.

• Fluency in English and French is required
• Strong ability to write, interpret, and debug SQL queries, with working knowledge of web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies
• Experience working with Microsoft SQL and some experience providing customer service, with relevant work experience in a similar role
• Bachelor's degree in Computer Science or equivalent technical experience, with strong analytical, problem-solving, and communication skills

Base Salary Range: $55,000—$65,000 CAD. Additional benefits include flexible work arrangements, learning and growth opportunities, tuition reimbursement of up to $4,000 CAD, 2 paid days off for education-related activities, employee wellbeing programs (mental health services, EFAP, financial planning), retirement planning, 2 paid volunteer days, competitive benefits package, home internet reimbursements, employee referral program, wellness reimbursement, employee recognition, social events, and dog-friendly offices at select locations.