Docebo is an AI-powered learning platform that helps organizations manage training efficiently. The Technical Support Analyst, Tier 1 serves as a product expert and the first point of contact for customer inquiries, ensuring customer satisfaction by addressing technical concerns and troubleshooting issues.
Responsibilities
- Address customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systems
- Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause
- Take appropriate actions to resolve customer issues quickly and escalate when necessary
- Conduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per day
- Follow up with customers to confirm full resolution of their concerns in a timely manner
- Research complex technical issues using troubleshooting skills or escalate to senior technical staff when required
- Manage customer expectations by communicating realistic response and resolution times
- Reference various resource materials while simultaneously interacting with customers
- Remain seated or relatively sedentary for long periods, ensuring consistent attendance and punctuality in a contact center environment
- Adhere closely to set break and lunch schedules determined by business needs
Skills
- Strong ability to quickly learn and communicate software-related and technical concepts clearly to customers
- Exceptional communication skills and a passion for helping customers
- Previous experience in technical support, particularly in SaaS or fast-paced support organizations
- Ability to work effectively in a fast-paced, high-pressure environment while maintaining professionalism
- Capacity to read and comprehend complex technical material
- Ability to follow set schedules for breaks and lunches, as determined by customer needs
- A proactive, problem-solving mindset with a customer-first approach
- Confidence in your abilities and a passion for contributing to team success
- Typically requires no previous professional experience or internship experience
- Previous experience in technical support is highly desirable, especially within SaaS or LMS environments
- Proven ability to manage customer expectations and deliver effective solutions
Benefits
- Employee Share Purchase Plan (ESPP) at a 15% discount
- Health benefits
- Paid vacation days
- Two company-wide Docebo Days
- Floating holidays for cultural celebrations
- Your birthday off
- Coverage offering you time with your little one(s)
- Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors)
- Company-wide events
Company Overview
Docebo is a cloud SaaS Learning Platform that enables companies to deliver, track and certify online training to their staff. It was founded in 2005, and is headquartered in Toronto, Ontario, CAN, with a workforce of 501-1000 employees. Its website is http://www.docebo.com.