Bilingual Product Support Analyst

Accountabilities:

• • Act as an escalation point and primary technical contact for client Subject Matter Experts and administrators, providing support through chat, phone, email, and case-management systems.
  • Investigate reported application and technical issues by gathering relevant information, identifying patterns, conducting research, and determining root causes or appropriate workarounds.
  • Replicate, diagnose, and resolve technical problems using structured troubleshooting techniques and relevant technical documentation.
  • Identify and correct improperly configured installations while ensuring issues are resolved efficiently and within established Service Level Objectives.
  • Create, maintain, and resolve support cases with accurate documentation, clear technical findings, and appropriate follow-up.
  • Collaborate with colleagues and cross-functional teams during complex troubleshooting sessions to identify root causes and improve customer outcomes.
  • Contribute to product quality and functionality by preparing software defect and feature enhancement reports based on recurring customer issues and technical findings.
  • Develop and maintain internal and client-facing support resources, including FAQs, knowledge-base articles, and technical documentation.
  • Identify recurring trends and recommend technical or process improvements that can prevent future issues and enhance the overall support experience.
  • Participate in rotating shifts covering weekdays, evenings, and weekends based on Eastern Time.

  Requirements:

  • Fluency in both English and Canadian French is required, with the ability to communicate complex technical information clearly in both verbal and written formats.
  • Bring relevant experience in a technical support, application support, helpdesk, or customer service environment, with previous experience in a similar role considered an asset.
  • A bachelor's degree in Computer Science or equivalent technical experience is preferred.
  • Demonstrate strong analytical, critical-thinking, decision-making, troubleshooting, and problem-solving abilities, along with excellent research skills and a strong ability to recognize patterns.
  • Have experience working with Microsoft SQL and the ability to write, interpret, and debug SQL queries as needed.
  • Bring working knowledge of web services such as SOAP and REST, as well as XML, HTML, ASP/ASPX, C#, .NET, Java, JavaScript, and Microsoft technologies.
  • Understand web applications at a high level, including web servers, database servers, and client-to-server communication, with familiarity with Active Directory, Microsoft 365, OAuth, LDAP, and SAML solutions.
  • Have experience with diagnostic and reporting tools such as Wireshark, Fiddler, browser-based troubleshooting tools, or similar technologies.
  • Demonstrate excellent customer service, communication, organization, time management, and prioritization skills, with the ability to explain technical concepts to users with varying levels of technical expertise.
  • Be comfortable working independently and collaboratively in a fast-paced environment while managing multiple priorities and adapting quickly to new tools and products.
  • Experience with learning management systems, Salesforce or other ticketing platforms, and artificial intelligence tools is considered an asset.

  Benefits:

  • Competitive base salary ranging from $55,000 to $65,000 CAD annually.
  • Potential eligibility for additional compensation and rewards, including a wellness subsidy, equity grants, and variable incentives.
  • Flexible work arrangements, including remote opportunities across Canada.
  • Tuition reimbursement of up to $4,000 CAD for continuing education through the SkillsWave program.
  • Two paid days off for SkillsWave-related activities such as exams or final assignments.
  • Comprehensive employee benefits and wellbeing resources, including access to mental health services, an Employee and Family Assistance Program, and financial planning support.
  • Retirement planning resources to support long-term financial wellbeing.
  • Two paid volunteer days each year.
  • Home internet reimbursement and wellness reimbursement programs.
  • Employee referral and recognition programs, along with opportunities to participate in social events and community initiatives.
  • Learning and professional growth opportunities in an environment focused on transforming how people learn and work.
  • Access to dog-friendly office spaces in select Canadian locations, alongside a collaborative, inclusive, and supportive workplace culture.