Bilingual Support consultant Job in Kitchener, Ontario | Careers at D2L
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  • Kitchener, Ontario
  • Full-time
  • Corporate Development

Bilingual Support consultant

  • Reference #: 3742603

In this position you will provide support for clients from all verticals who are using our enterprise suite of eLearning web-based software.

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. 

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L’s has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

Every day, our software is used by millions of people around the world, and we are looking for individuals who share in our excitement and passion for transforming the way the world learns. At D2L, we believe that learning should be accessible and engaging. Our goal is to create easy, flexible, and smart software that ignites the desire to learn in everyone. To do this, we need to give talented, enthusiastic, and passionate people opportunities to create, develop, and collaborate on projects that revolutionize the learning environment.

JOB SUMMARY:

General Description (Job Summary):

The Bilingual Support Consultant will deliver solutions that bridge providers of education and corporate businesses to upskill the workforce through our upskilling education platform. In this role, you will guide our Corporate Clients and Education Partners through effortless implementations and support them post-launch.

In the  Bilingual Support Consultant role, you have the ability to combine big picture thinking with detail-oriented execution. Experience in systems implementation and a proven ability to resolve client issues, and experience in a helpdesk environment providing technical support to clients is required. In this position you will be tasked with administering the Corporate Catalog; triaging academic program inquiries and redirecting as necessary; and providing technical and process support to Education Partner staff and Corporate client administrators and end users.

The Bilingual Support Consultant plays a vital role in supporting the success and satisfaction of End-Users, Corporate Clients and Education Partners by combining strong analytical skills and creative problem solving in a proactive fashion.  You will be required to complete accurate risk assessments and demonstrate  excellent communication skills to make connections between our clients, education partners and end-users. You will be a key part of the team by aiding our education partners in growing their offerings through the Corporate Catalog, advocating for our end-users through the registration process, and helping end-users find relevant courses that meet their professional goals. Additionally, you will be expected to document new solutions that will be added to our knowledge base to ensure sustainable solutions are created and can be consumed by our chatbot.

Major Responsibilities (How Will I Make an Impact?):

  • Primary contact for clients, partners and end-users
  • Help execute implementation projects, including consulting and troubleshooting
  • Customer support issue management and resolution, including:
    • Effectively prioritize, troubleshoot, resolve and document client and partner issues
    • Answer system workflow and process questions
    • Triage and answer or redirect inquiries about the education offerings in our Catalog
  • Ability to be on call in after-hours situations
  • Document new solutions in the knowledge base to help facilitate automated workflows used by a chatbot

Competencies (What you’ll bring to the role):

 2+   of relevant experience, including experience in a customer service or helpdesk setting; ideally a SaaS tech environment.

  • 2+ years of experience supporting client needs for integrating enterprise systems, working with Internet technologies
  • Strong written and verbal communication skills; including the ability to present technical issues to a non-technical audience in both English and French (Québécois)
    • Additionally, Spanish desired
  • Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member.
  • Ability to multitask many simultaneous projects using strong organizational skills
  • Attention to detail, organizational and time management skills are essential
  • Conflict resolution and problem-solving skills are required to effectively deal with customers in crisis 
  • An understanding of PC and Mac OS 
  • Experience desired: 
    • Authentication systems and integrations, including SAML, Active Directory
    • DynamoDB
  • Familiar with
    • XML, HTML, ASP, ASPX, and JSON
    • Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
  • Able to learn new tools and products quickly
  • Strong ability to recognize patterns
  • Strong ability to document all tasks that would be required for auditing purposes
  • Strong ability to document and communicate new processes
  • Desire to work with and understand data analytics
  • Experience in managing sensitive data is a plus
  • Self-starter, capable working independently and remotely when needed.
  • Ability to think critically; to identify problems and to generate, evaluate and implement in real-time

Education Recommendations:

Bachelor's degree or diploma in a business or technical field

WHY WE'RE AWESOME:

  • Flexible work hours
  • Health and wellness programs
  • Collaborative work environment
  • Dog Friendly office
  • Snacks and food trays!
  • Foosball and Ping-Pong tables
  • Showers on site
  • Centrally located in downtown, close to restaurants and pubs, easily accessible by public transit

 

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D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us at [email protected] and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially. D2L maintains a drug-free workplace.

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