Customer Support Specialist

3 weeks ago

Toronto, Ontario, Canada Docebo Full time

Position Overview:

As a Customer Support Specialist at Docebo, you will become a product authority and serve as the primary resource for client inquiries and challenges. Your role is pivotal in enhancing the customer experience by addressing technical issues and providing insightful answers that empower clients to maximize their use of our platform.

Key Responsibilities:

  • Responding to client inquiries through various communication channels, including live chat, ticketing systems, and video support.
  • Diagnosing technical problems by asking targeted questions and collecting relevant information to identify the root cause.
  • Taking decisive actions to resolve issues promptly and advocating for clients during escalation processes.
  • Ensuring timely follow-ups with clients to keep them informed.
  • Conducting thorough research on technical challenges using your troubleshooting expertise or escalating to other technical team members as necessary.
  • Engaging in meaningful dialogues with clients to set realistic expectations regarding response and resolution times.

Qualifications:

  • Ability to learn and articulate software-related and technical concepts effectively to clients.
  • A passion for assisting others and providing exceptional service.
  • Prior experience in technical support within SaaS or dynamic support environments.
  • A proactive approach to resolving technical issues with a customer-first mindset.
  • Enjoyment of a fast-paced work atmosphere.
  • A sense of ownership over your responsibilities, with a commitment to continuous improvement.
  • Confidence in sharing successes and collaborating with your team.
  • Experience with Learning Management Systems (LMS) is a plus.

Essential Functions:

  • Ability to engage in chat or email interactions in a highly technical setting for extended periods.
  • Capacity to comprehend and interpret complex technical documentation.
  • Willingness to remain seated or in a stationary position for prolonged durations.
  • Utilizing various resources while interacting with clients.
  • Maintaining consistent attendance and punctuality in alignment with contact center standards.
  • Comfortable adhering to a structured break and lunch schedule based on business requirements.
  • Exhibiting positive and professional interpersonal skills.
  • Demonstrating the ability to perform a wide range of tasks with precision and efficiency while meeting tight deadlines.
  • Consistently achieving established performance metrics for the role.
  • Flexibility to work shifts that may vary between early morning and late evening hours.
  • Participating in periodic on-call coverage, including monitoring urgent client tickets and responding in accordance with established standards.

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