.We are seeking a Product Support Analyst with advanced and fluent English language skills and an advanced level of French specializing in application troubleshooting and analysis. This role involves identifying and resolving technical issues, serving as the primary contact point for client technical teams, and providing exceptional support to D2L administrators with varying levels of technical expertise across corporate higher education.Salary up to $24,000 MXN per month.Work from HomeAll law benefitsYou will only need:Own computer with Windows 10 or higher and 4 GB of RAM (Apple computers not accepted)To be 18+ years oldConversational/Advanced English (Spoken and Written)Conversational FrenchHigh School DiplomaAvailability to work flexible hours on a full time scheduleInternet with 10 Mbps download and 6 Mbps upload speedDirect connection via Ethernet cableCustomer service attitudeSkills:Ability to write, interpret, and debug SQL queries on demandWorking knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologiesWorking knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.Web applications and how they work at a high level (web servers, database servers, client-to-server communication)Wireshark, Fiddler, and other browser based diagnostic and reporting toolsCommunicate technical and complex information in verbal and written formKeen attention to detail and organization skillsFor Bilingual Roles: Must be fluent and demonstrate verbal and written communication proficiency in French, Spanish, or Brazilian PortugueseResponsibilities:Engage with users in English through chat, phone, email, or a case-tracking system to effectively identify and document the technical issues they are experiencing.Conduct thorough research and apply appropriate solutions by referencing user guides, technical manuals, and other relevant documents.Diagnose, replicate, and resolve technical issues using troubleshooting techniques.Create, update, and resolve support cases within defined Service Level Objectives.Generate Software Defect and Feature Enhancement reports to improve product/tool design and functionality.Develop support documentation, including FAQs and knowledge-based articles for both internal and client use.Participate in collaborative troubleshooting sessions to identify the root causes of complex issues.Competencies:Ability to quickly learn and adapt to new tools and products.Strong pattern recognition and creative problem-solving abilities.Ability to work independently and in collaboration with colleagues.Efficient organization and time management in a fast-paced environment.Excellent analytical, problem-solving, and decision-making skills.Don't wait! Join our team and be a part of delivering innovative technical solutions!Tipo de puesto: Tiempo completoSueldo: $19,200.00 - $24,000