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:
- 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.
- Experience working in a Helpdesk environment.
- LMS experience - user, administration, and/or support.
- Experience with Salesforce or any other ticketing system.
- Why Join our ResultsCX team?
- Frequent Employee events, games, parties, and all-around fun in t
📌 Systems Support Specialist (Hermosillo)
🏢 ResultsCX
📍 Hermosillo
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