*description* *systems support specialist*
the systems support specialist will act as an escalation point for client subject matter experts, system support specialists act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across d2l, the systems support specialist will offer a world-class support experience for d2l administrators with varying degrees of technical expertise across the enterprise, higher education, and k-12 segments.
*in this role you will:* utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering. Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents. Identify and correct improperly configured installations. Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution. Create, update, and resolve support cases within defined service level objectives. Improve product/tool design and functionality through creation of software defect reports and feature enhancement reports. Create support documentation, including faqs and both internal and client-facing knowledge-based articles. Participate in collaborative troubleshooting sessions to identify root causes of complex issues. *we are looking for someone who has:*
required education and experience
bachelor’s degree in computer science or equivalent technical experience. A minimum of 2 years of experience in it, business analyst or closely related area. 6+ months of experience working with microsoft sql.
Preferred education and experience
experience at resultscx or bpo industry.