Technical Support Analyst, Docebo
2-5 days a week in office
Multi-product learning suite
Open for applications
Multi-product learning suite
501-1000 employees
Open for applications
2-5 days a week in office
501-1000 employees
Company mission
To redefine the way enterprises learn by applying new technologies to the traditional corporate learning management system market.
Role
Who you are
- 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
- Who fits our team well?
- 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
- Ability to conduct chat or email conversations within a highly technical environment up to 8 hours per day
- 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
- Candidates should be able to work a set shift that falls anytime between 7am - 11pm EST. Schedules are subject to change based on business need; We strive to provide ample notice prior to changing schedules, however you must remain flexible
- 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
What the job involves
- 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
- 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
Our take
E-learning has become a huge sub-sector in the corporate training market. Driven by a growing trend of remote work and training, the global online e-learning market was approximately $315 billion in 2021 and is forecasted to grow considerably bigger - up to $450 billion by 2026.
Docebo is one of the key players in this industry, its easy-to-use, highly configurable and affordable learning platform has the end-to-end capabilities and critical functionality needed to train internal and external workforces, partners and customers. Bringing a broad range of learning materials together on one platform has created a highly scalable product that has become a market leader over the last decade.
Docebo's client base includes some of the world's biggest companies, such as Amazon, Walmart and Coca-Cola. The company's international expansion strategy has remained its primary focus, building offices worldwide, acquiring companies (such as Skillslive) and completing two successful IPOs.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2015
$3m
SERIES A
Feb 2012
$2.7m
SEED
Total funding: $5.9m
Company values
- Simplicity: Keep it simple, remove barriers and bureaucracy, and adopt a problem-solving mindset
- Accountability: Empower people, own your responsibilities, and be a do-er
- Togetherness: Work ethically, celebrate efforts and accomplishments, and take care of each other
- Curiosity: Explore unconventional ideas, seek new data, and make informed decisions
- Innovation: Experiment and find new ways to do things. Stay optimistic, with an eye towards progress
- Impact: Understand our customers, make their lives better, and make a tangible impact on their business
Company HQ
Fashion District, Toronto, ON
Articles
Leadership
Claudio Erba
(CEO)Former Product Manager for Selpress. Former Board Member VP at Rysto.
Salary benchmarks
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