Product Support Analyst (eLearning)

Location: Kitchener, Ontario; in-person work from a hirify.global office is required

Weekly salary: $760–$960 CAD

Company

hirify.global is an education technology company developing cloud-based learning environments and solutions for schools, higher education institutions, and enterprises.

What you will do

• Resolve complex client issues received through chat, phone, email, and the call-tracking system.
• Identify site-related problems and correct improperly configured installations.
• Log support cases accurately, provide client updates, and escalate issues when appropriate.
• Review product and technical specifications and submit feature requests, usability issues, and bugs to Product Development.
• Create support documents, FAQs, and knowledge-base articles.
• Participate in special projects as required.

Requirements

• Currently enrolled in a post-secondary program such as Computer Science, Information Technology, Educational Technology, or Information Systems, and not graduating before the co-op term.
• Availability to work 40 hours per week and in person from a hirify.global office.
• Experience writing SQL queries for SQL Server.
• Familiarity with XML, HTML/XHTML, Java, JavaScript, ASP, .NET, Web Services, REST, and IIS.
• Understanding of network topology, including database, application, and file servers and load balancing.
• Strong customer service, communication, analytical, problem-solving, organizational, and time-management skills.

Nice to have

• Experience with Fiddler and browser-based analytics and reporting tools.
• Experience with eLearning software or Learning Management Systems.
• Bilingual English/French communication skills.
• Familiarity with and interest in AI tools such as ChatGPT and Copilot.

Culture & Benefits

• Flexible work arrangements may vary by location and employment type.
• Learning and growth opportunities, including up to $4,000 CAD in tuition reimbursement through the SkillsWave Program.
• Two paid days off for SkillsWave-related exams or final assignments.
• Employee wellbeing support, retirement planning, paid volunteer days, wellness reimbursement, and competitive benefits.
• Home internet reimbursement, employee recognition, referral programs, and social events.
• Dog-friendly office spaces in Kitchener, Winnipeg, Vancouver, and Melbourne.

Hiring process

• Applications are reviewed personally by a member of the Talent Acquisition team.
• Applications are reviewed on a rolling basis; initial review is recommended by September 17 at 9:00 a.m. ET.