Product Support Analyst - Fall 2026 Co-op

D2L•Kitchener, ON

6d•CA$710 - CA$915•Onsite

About The Position

D2L is a cloud company 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 has had a singular mission for 25 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 application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

Requirements

Currently enrolled in a post-secondary program, and will not graduate prior to this co-op role (preference for students enrolled in an official co-op program)
Able to work 40 hours per week
Able to work in-person from a D2L office (office location dependent on role)
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
Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records and focus on multiple priorities in a fast paced environment
Excellent verbal, written and communication skills to effectively partner with clients, customers and stakeholders of all levels
Strong analytical, problem solving, decision-making skills
Proven SQL experience writing queries for SQL Server
Familiarity with programing specifically XML, HTML/XHTML, JAVA, JavaScript, ASP and .NET
Working knowledge of Webservices, REST and IIS
Understanding of Network topography (Database, App, File Servers and load-balancing)
Confidence supporting enterprise software applications
Basic knowledge authentication protocols (LDAP, SSO, Shibboleth)
Currently enrolled in a program like Computer Science, Information Technology, Educational Technology, and Information Systems.

Nice To Haves

Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an asset
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.)

Responsibilities

Resolving specific client issues received by chat, phone, email or assignment through call tracking system under tight time constraints
Identifying and solving site related issues
Identifying and correcting improperly configured installations
Timely logging of all support calls in call tracking system and escalation of problems where appropriate
Updating call tracking system with all appropriate details while providing timely customer updates on issues
Improving D2L product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development
Developing support documents, FAQ's and Knowledge-Based Articles
Participating in special projects as required

Benefits

Impactful work transforming the way the world learns
Flexible work arrangements
Learning and Growth opportunities
Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
2 Paid Days off for SkillsWave-related activities like exams or final assignments
Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
Retirement planning
2 Paid Volunteer Days
Competitive Benefits Package
Home Internet Reimbursements
Employee Referral Program
Wellness Reimbursement
Employee Recognition
Social Events
Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.