Senior Premium Support Advisor, Docebo
Spanish Speaking
More information about location
2-5 days a week in office
Multi-product learning suite
Be an early applicant
Multi-product learning suite
501-1000 employees
Be an early applicant
More information about location
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
- Spanish language fluency a major plus
- Bachelor's degree in Computer Science, Information Technology or a related field
- 5+ years of experience in SaaS technical support or a related field
- Proven ability to lead and manage technical support cases to resolution
- Strong technical skills with experience in troubleshooting complex technical issues
- Excellent communication skills with the ability to communicate technical information to both technical and non-technical customers
- Ability to work independently and in a team environment
- Strong problem-solving skills with the ability to think critically and creatively
- Experience with SaaS support tools such as Zendesk, Salesforce, and JIRA
- Added bonus if you have Sales or Renewal experience
- Ability to travel up to 30% of the time
- The ideal candidate will be customer-focused, technically skilled, possess exceptional communication skills, and have a drive to provide an exceptional experience
What the job involves
- As a Senior Premium Support Advisor (East Coast) on our Premium Support team at Docebo, this person will be responsible for providing world-class customer support to our Premium Support customers, ensuring that their needs are met and their expectations exceeded
- The Senior Premium Support Advisor will lead weekly case reviews, regular operational reviews, and serve as the primary point of contact for their specified customers.
- Provide technical support to paying Premium Support accounts via phone, email, and chat
- Lead weekly case reviews to align on priorities, identify issues with high impact on the customer’s business, provide real-time updates, deepen the customer relationship with Docebo
- Serve as the primary technical point of contact for their customer accounts, ensuring their needs are met and their expectations exceeded
- Collaborate with cross-functional teams to identify and resolve customer issues
- Maintain accurate documentation of customer environments, interactions, issues, and resolutions
- Report detailed upsell opportunities to internal teams
- Troubleshooting software application issues to determine technical root cause and propose remedies, escalating to our Product team when necessary
- Working with Product and Support Management on new product/feature roll-outs
- Manage customer issues to resolution while mitigating escalations
- Own and drive renewals of Premium Support for customers in portfolio
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
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 13 more jobs at Docebo