Technical Support Analyst

6 months ago

Ottawa, 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 Technical Support Analyst you’re a Docebo product expert and the first point of contact for customer issues and questions. As a Technical Support Analyst, you can be the game changer in a customer’s day. You will be helping with technical issues or answering questions that help clients utilize their system to the fullest potential. It is your job to ensure our customers have their questions answered, their system up and running, or their technical concerns alleviated.

**Responsibilities**:

- Addressing customer issues by taking inbound chats, working live with customers through our chat functionality, ticketing systems, video/screen sharing, and other means of communication.
- Troubleshooting issues by asking clarifying questions and gathering information that lead to the root cause of the issue.
- Taking appropriate action that leads to quickly resolving issues and advocating for the customer when escalations are required.
- Following up with customers in a timely manner.
- Researching a technical issue using your troubleshooting skills and/or escalating to another technical team member.
- Having meaningful conversations with customers to manage their expectations on response and resolution times.

**Requirements**:

- Having the ability to learn and communicate software-related and technical concepts to customers.
- You love talking to people and being as helpful as possible.
- Having previous technical support experience working within SaaS or fast paced support organizations.
- You have a “call the customer” mentality when resolving technical customer issues.
- You enjoy the hustle and bustle of a fast-paced environment.
- You are an “owner of your work” and continuously try to improve every day.
- You are confident and love sharing successes with your team.
- Experience with LMS is plus.
- Essential Job Functions
- Ability to read and comprehend complex technical material.
- Ability to remain seated or relatively sedentary for long periods of time.
- Reference various resource materials while simultaneously interacting with customers on the phone.
- Consistent attendance and punctuality in line with the expectations of a contact center environment.
- Comfortable closely following a set break & lunch schedule determined by the business based on customer need
- Possess positive, professional interpersonal skills.
- Ability to perform a broad variety of duties and responsibilities with accuracy and speed and successfully meet time-sensitive deadlines.
- Ability to consistently achieve the established performance metrics for the role.
- Periodic Weekend On Call Coverage including but not limited to monitoring for urgent client tickets and actioning in alignment with response time and escalation standards

**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 exponentially in the process.

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