Bilingual Product Support Analyst (Canadian French)

A bilingual technical product support role for D2L, handling escalated client issues through chat, phone, email, and case tracking. It requires English and Canadian French fluency, troubleshooting skills, and a shift rotation including evenings and weekends on Eastern Time.

• Interact with users via chat, phone, email, or case tracking system
• Research and implement appropriate solutions using guides and technical manuals
• Replicate, diagnose, and resolve technical problems
• Create, update, and resolve support cases within Service Level Objectives
• Create Software Defect and Feature Enhancement reports
• Create support documentation, FAQs, and knowledge-based articles
• Participate in collaborative troubleshooting sessions
• Participate in shift rotation including weekdays, evenings, and weekends

• Fluency in English and Canadian French
• Strong analytical and problem-solving skills
• Excellent verbal and written communication
• Ability to write and debug SQL queries
• Knowledge of web services and web technologies
• Ability to work in a fast-paced environment
• Bachelor's degree in Computer Science or equivalent technical experience
• Some customer service experience