Tier 2 Support Manager

2 weeks ago

Toronto, Ontario, Canada Docebo Full time
Hey you \uD83D\uDC4B Want to work for one of the fastest growing SaaS companies in the world? \uD83D\uDCC8


We're building the next generation of learning software that companies like AWS, Netflix, Opentable and L'Oreal rely on to deliver training \uD83D\uDCBB We believe learning is for everyone, and that we all have something we can learn from each other.

We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the

Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. \uD83D\uDC99

Are you ready to be a part of the learning revolution? \uD83D\uDE80

About This Opportunity:


As a Docebo Manager of Technical Support, you are responsible for managing the day to day operations of a core team within the Support organization.

As a leader you will ensure that a Standard Operating Procedure is built in repeatable fashion to ensure we can mitigate and prevent escalations, dazzle and delight our customers, and provide an exceptional employee experience.

in the future.

You will work closely with other Support Leaders and Team Members to define targets and objectives for the department and business.

As an instrumental member of the Support Leadership team you will build knowledge and relationships with other departments and our largest, strategic Docebo customers.

You will help lead the charge in developing and growing a world class support organization by ensuring high customer satisfaction as measured by positive trends in NPS/CSAT and client retention.


Responsibilities:

  • Supporting the recruitment, training and development of the Docebo Support Team ensuring worldclass support for Docebo's customers.
  • Providing leadership to the Support team by mentoring Support Analysts and Team Leads, particularly in the development of customer service, time management, problem solving skills, and leadership skills.
  • Managing performance and growth plans of team members, working with them to develop and implement individual career development plans.
  • Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.
  • Developing measures and managing customer support metrics such as quality of service, close rates, response times, and teamwork.
  • Communicating and developing relationships with the Product, Development, Services, and Sales teams to prioritize and address high priority technical issues.
  • Building strong working relationships with our clients and acting as a level of escalation for any high and critical issues.
  • Identifying, managing and executing Technical Support strategic projects and initiatives.
  • Project Managing and acting as the Support Liaison for new feature/product Go-ToMarket strategies

Requirements:

  • You have 2+ years experience leading remote teams in a customer or technical support setting.
  • You have a demonstrated ability to lead a team in a highly demanding, fastpaced environment.
  • You are an effective communicator with the ability to manage and implement change in a dynamic environment.
  • You have the ability to empathize with customers and convey confidence, displaying superb listening skills, and verbal and written communication skills.
  • You have a demonstrated expertise in improving and managing Technical Support processes and methodologies.
  • Must have the ability to work efficiently and effectively under stress and within tight deadlines.
  • Must have exceptional organizational, time management and multitasking skills.
  • You are eager to develop a technical understanding of the Docebo solutions.
  • You are energetic and enjoy working in a fastpaced environment
  • You love working in an agile environment and can roll with the punches
  • You take ownership of your work and continuously strive for improvement
  • You pride yourself on the ability to foster positive and inclusive work environments

Benefits & Perks \uD83D\uDE0D

  • Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you
  • Employee Share Purchase Plan
  • Career progression/internal mobility opportunities
  • Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)
  • WeWork partnership and "Work from Anywhere" program

Hybrid Office Model \uD83C\uDFE2

About Docebo \uD83D\uDC99


Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop.


We have successfully achieved 2 IPOs (TSX:
DCBO &

NASDAQ:
DCBO), been recognized as a Top SaaS e-learning Solution, and are growing expon

  • Tier I Support Technician

    2 weeks ago

    Toronto, Ontario, Canada Insight Enterprises Full time

    Description: Our client in the healthcare technology industry, in DT Toronto, is seeking a talented IT Summer Student to assist with Tier I Support for a 3-month contract employment opportunity. As a Tier I Support Technician, you will support end users with everyday hardware and software issues, fully on-site in downtown Toronto, Ontario. The ideal...

  • Tier 2 Canada Research Chair in Addictions and

    2 weeks ago

    Toronto, Ontario, Canada Toronto Metropolitan University Full time

    Arts, Psychology: Posted:March 7, 2024Deadline to Apply: Monday, April 8, 2024Qualifications:- be excellent emerging world-class researchers who have demonstrated particular research creativity, in accordance with the CRC program guidelines;- have demonstrated the potential to achieve international recognition in their field(s) in the next 5 to 10 years, in...

  • Technical Support Tier I

    2 weeks ago

    Toronto, Ontario, Canada Motorola Solutions Full time

    **Company Overview**:At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every...

  • Tier 1 Technical Support Representative

    2 weeks ago

    Toronto, Ontario, Canada Beanfield Technologies Inc. Full time

    **English Version****Our Company**:We are about building communities, not just networks. We believe that people are at the heart of everything we do. We're committed to making life better for our customers, our employees, and the communities where we live and work. Founded in the underserved Toronto neighborhood of Liberty Village, we've always understood...

  • Tier 2

    2 weeks ago

    Toronto, Ontario, Canada ET Group Full time

    Company DescriptionAre you ready to join a purpose-based organization that is radically reinventing how work is done and is committed to providing exceptional customer support? At ET Group, we believe in evolving our organizational culture to meet the changing needs of our clients and team members. We're in search of individuals with bold ideas who want to...

  • Manager, IT Support

    2 weeks ago

    Toronto, Ontario, Canada Procom Full time

    On behalf of our public sector client, PROCOM is looking for a Manager, IT SupportManager, IT Support -Job Description:As the IT Lead for our vendor-managed IT Support, you are a strategic, analytical, collaborative, and results focused leader who thrives on stellar service delivery and can multi-task in our dynamic environment. You are directly responsible...

  • Support Queue Manager

    2 weeks ago

    Toronto, Ontario, Canada Volante Systems Full time

    Volanté is an Enterprise Point-of-Sale company that prides itself on developing leading-edge hospitality technology. What began as a three-person basement project has developed into an industry-leading POS system with a team of over 100 employees in its Toronto, Ontario-based office. Volanté's point of sale software has evolved based on customer requests...

  • Level 2

    2 weeks ago

    Toronto, Ontario, Canada Modern Niagara Full time

    Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed...

  • Cybersecurity Analyst- Tier 1

    2 weeks ago

    Toronto, Ontario, Canada ISA Cybersecurity Full time

    About the Role:The function of a CIOC Cybersecurity Analyst Tier 1 is to be on the forefront of incident response where they will utilize the latest in network security technology while providing Computer Network Defense and Information Assurance (IA) support to ISA's client base and internal network.You will be joining an exciting and rapidly growing...

  • Tier 1 Canada Research Chair

    2 weeks ago

    Toronto, Ontario, Canada Centre for Addiction and Mental Health Full time

    June 19, 2023 EMPLOYMENT OPPORTUNITY Tier 1 Canada Research Chair, Campbell Family Mental Health Research Institute As Canada's leading mental illness research facility, CAMH's Campbell Family Mental Health Research Institute (CFMHRI) is home to scientists, staff and research trainees conducting leading research to improve the understanding of the...

  • Tier 1 Canada Research Chair in Supporting Indigenous Health and Well-being

    4 weeks ago

    Toronto, Ontario, Canada University of Ottawa - Faculty of Health Sciences Full time

    The Faculty of Health Sciences at the University of Ottawa invites applications for a Tier 1 Canada Research Chair (CRC) in Supporting Indigenous Health and Well-being. The selected candidate will be offered a tenure-track position at the Associate or Full Professor level at one of the Faculty's Schools that is most aligned with their expertise. The ideal...

  • Tier 1 Canada Research Chair in Supporting Indigenous Health and Well-being

    2 weeks ago

    Toronto, Ontario, Canada University of Ottawa - Faculty of Health Sciences Full time

    The Faculty of Health Sciences at the University of Ottawa invites applications for a Tier 1 Canada Research Chair (CRC) in Supporting Indigenous Health and Well-being. The selected candidate will be offered a tenure-track position at the Associate or Full Professor level at one of the Faculty's Schools that is most aligned with their expertise. The ideal...

  • Tier 1 Canada Research Chair in Supporting Indigenous Health and Well-being

    4 weeks ago

    Toronto, Ontario, Canada University of Ottawa - Faculty of Health Sciences Full time

    The Faculty of Health Sciences at the University of Ottawa invites applications for a Tier 1 Canada Research Chair (CRC) in Supporting Indigenous Health and Well-being. The selected candidate will be offered a tenure-track position at the Associate or Full Professor level at one of the Faculty's Schools that is most aligned with their expertise. The ideal...

  • Seasonal Tier 1 Customer Service Representative

    2 weeks ago

    Toronto, Ontario, Canada Roadpost Full time

    Summary:As a Seasonal Tier 1 Customer Service Representative, you will support customers with a variety of enquiries via calls,tickets, and chat during our busiest season. You will be responsible for providing helpful information, answeringquestions, supporting Tier 1 level technical troubleshooting or set-up processes, creating orders, and responding...

  • Service Desk Analyst 2

    2 weeks ago

    Toronto, Ontario, Canada City of Toronto Full time

    Job ID: 45395Job Category:Information & TechnologyDivision & Section:Technology Services, Technology Services DeliveryWork Location:East York Civic CentreJob Type & Duration:Full-time, Temporary Vacancy (6 months)Hourly Rate and Wage Grade:$ $42.88, Wage Grade 11Shift Information: Monday to Friday, 35 hours per weekAffiliation: L79 Full-timeNumber of...

  • Desktop Support Technician

    2 weeks ago

    Toronto, Ontario, Canada Jose Merciline Full time

    Job title: Level 2 desktop support technicianJob Description:Executive Summary:The DOE (Desktop Operations and Escalations) Team manages escalations of a technical nature from various clients (DSS, SDM, CTS, TCI, and Senior IT and Business Managers). They are considered Level 2 within the desktop support structure and require both a high level of technical...

  • Client Support Agent

    2 months ago

    Toronto, Ontario, Canada Independent Electricity System Operator Full time

    The opportunity Reporting to the Supervisor, Client Support this position is primarily responsible for providing front line support to IESO users for IT standard services. Handles triage of service requests and incidents, attempting to resolve them or escalate as necessary. Provides 1st level support and 2nd level support for some business applications.What...

  • Client Support Agent

    2 weeks ago

    Toronto, Ontario, Canada Independent Electricity System Operator Full time

    The opportunity Reporting to the Supervisor, Client Support this position is primarily responsible for providing front line support to IESO users for IT standard services. Handles triage of service requests and incidents, attempting to resolve them or escalate as necessary. Provides 1st level support and 2nd level support for some business applications.What...

  • Client Support Agent

    4 weeks ago

    Toronto, Ontario, Canada Independent Electricity System Operator Full time

    The opportunity Reporting to the Supervisor, Client Support this position is primarily responsible for providing front line support to IESO users for IT standard services. Handles triage of service requests and incidents, attempting to resolve them or escalate as necessary. Provides 1st level support and 2nd level support for some business applications.What...

  • Operations Support Specialist 6129-20

    2 weeks ago

    Toronto, Ontario, Canada Foilcon Full time

    Responsibilities: Provide daily ongoing first point of contact support to clients through the Footprint ticketing system or other mechanism Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity Liaison between users and other team members including...