Product Support Analyst (Edtech)

TL;DR

Product Support Analyst (Edtech): Resolving complex technical issues reported by Administrators of Brightspace products and Services with an accent on troubleshooting skills and the ability to think quickly and creatively. Focus on delivering timely and accurate solutions, and providing a world-class client experience.

Location: Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.

Salary: $710—$915 CAD weekly

Company

hirify.global is a cloud company that is modernizing education and building the Future of Work.

What you will do

• Resolve client issues via chat, phone, email, or call tracking system under tight time constraints.
• Identify and solve site-related issues, and correct improperly configured installations.
• Log all support calls in the call tracking system, escalating problems as needed.
• Update the call tracking system with details and provide timely customer updates.
• Improve hirify.global product design by providing feedback on specifications and submitting Feature Requests, Usability Issues, and Bugs to Product Development.
• Develop support documents, FAQs, and Knowledge-Based Articles.

Requirements

• Customer service, communication, listening, and human relations skills.
• Attention to detail, organizational and time management skills.
• Excellent verbal, written, and communication skills to partner with clients and stakeholders.
• Strong analytical, problem-solving, and decision-making skills.
• Proven SQL experience writing queries for SQL Server.
• Familiarity with programing specifically XML, HTML/XHTML, JAVA, JavaScript, ASP and .NET.
• Currently enrolled in a program like Computer Science, Information Technology, Educational Technology, and Information Systems.

Nice to have

• Experience with eLearning software and supporting a Learning Management System would be an asset.
• Bilingual (English/French) is an asset
• Familiarity and interest in AI tools (e.g. ChatGBT, Copilot, etc.)

Culture & Benefits

• Impactful work transforming the way the world learns.
• Flexible work arrangements.
• Learning and Growth opportunities, including tuition reimbursement.
• Employee wellbeing programs.
• Competitive Benefits Package
• Social Events