Product Support Analyst - Fall 2025 Co-op

We may continue to review applications on a rolling basis but recommend applying by May 13th at 9:00am ET to ensure you are included in initial application reviews.

JOB SUMMARY:

The Product Support Analyst requires an individual who has experience in resolving complex technical issues reported by Administrators of Brightspace products and Services. This role requires great troubleshooting skills and the ability to think quickly and creatively as well as collaborate with your peers to deliver timely and accurate solutions to complex possess technical knowledge problem solving skills and the ability to work efficiently in a helpdesk environment providing technical support to clients. In this position you will provide support for clients from all verticals (K12 Higher Education and Enterprise) who use D2Ls suite of eLearning webbased software. We are clientexperience and datadriven organization and require that ability to support Administrators in timesensitive and at times frustrating situations by delivering both technical solutions and a world class client experience while adhering to our KPIs and processes.

HOW WILL I MAKE AN IMPACT

• Resolving specific client issues received by chat phone email or assignment through call tracking system under tight time constraints
• Identifying and solving site related issues
• Identifying and correcting improperly configured installations
• Timely logging of all support calls in call tracking system and escalation of problems where appropriate
• Updating call tracking system with all appropriate details while providing timely customer updates on issues
• Improving D2L product/tool design and efficiency by reviewing and providing feedback on functional specifications technical specifications and submitting Feature Requests Usability Issues and Bugs to Product Development
• Developing support documents FAQs and KnowledgeBased Articles
• Participating in special projects as required

WHAT YOULL BRING TO THE ROLE:

• Customer service communication listening and human relations skills are required in order to determine client needs understand and relay information build positive rapport confidence and trust and participate as an effective team member
• Attention to detail organizational and time management skills are essential in order to accurately enter data maintain records and focus on multiple priorities in a fast paced environment
• Excellent verbal written and communication skills to effectively partner with clients customers and stakeholders of all levels
• Strong analytical problem solving decisionmaking skills
• Proven SQL experience writing queries for SQL Server
• Familiarity with programing specifically XML HTML/XHTML JAVA JavaScript ASP and .NET
• Working knowledge of Webservices REST and IIS
• Understanding of Network topography (Database App File Servers and loadbalancing)
• Confidence supporting enterprise software applications
• Basic knowledge authentication protocols (LDAP SSO Shibboleth)
• Experience with Fiddler and other Browserbased Analytics and Reporting tools would be an asset
• Experience with eLearning software and supporting a Learning Management System would be an asset.
• Bilingual (English/French) is an asset

EDUCATION REQUIREMENTS:

• Education or equivalent experience in technology fields such as Computer Science Information Technology Educational Technology and Information Systems.

Required Experience:

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