Docebo Hiring for Technical Support Analyst at Toronto, ON Full Time

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 systems 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.

Location: Remote or Toronto, CA-ON

Responsibilities:
Addressing customer issues by taking inbound calls, scheduling and making outbound calls, 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 leads 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 a plus.

Essential Job Functions:
Ability to conduct phone, 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 6 am – 12 am EST. Schedules are subject to change based on business needs; We strive to provide ample notice prior to changing schedules, however, you must remain flexible.

About Docebo:
Here at Docebo, we power learning experiences for over 2,600 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.

Docebo is a global company with offices in North America, EMEA, LATAM and more. Our people believe in six core values, simply defined and manifested in everything we do – Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. Apply today!

Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.

Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations (at) docebo.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.