Technical Support Analyst, Tier 1

Docebo is an AI-powered learning platform that helps organizations manage training efficiently. The Technical Support Analyst, Tier 1 serves as a product expert and the first point of contact for customer inquiries, ensuring customer satisfaction by addressing technical concerns and troubleshooting issues.

Responsibilities

• Address customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systems
• Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause
• Take appropriate actions to resolve customer issues quickly and escalate when necessary
• Conduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per day
• Follow up with customers to confirm full resolution of their concerns in a timely manner
• Research complex technical issues using troubleshooting skills or escalate to senior technical staff when required
• Manage customer expectations by communicating realistic response and resolution times
• Reference various resource materials while simultaneously interacting with customers
• Remain seated or relatively sedentary for long periods, ensuring consistent attendance and punctuality in a contact center environment
• Adhere closely to set break and lunch schedules determined by business needs

Skills

• Strong ability to quickly learn and communicate software-related and technical concepts clearly to customers
• Exceptional communication skills and a passion for helping customers
• Previous experience in technical support, particularly in SaaS or fast-paced support organizations
• Ability to work effectively in a fast-paced, high-pressure environment while maintaining professionalism
• Capacity to read and comprehend complex technical material
• Ability to follow set schedules for breaks and lunches, as determined by customer needs
• A proactive, problem-solving mindset with a customer-first approach
• Confidence in your abilities and a passion for contributing to team success
• Typically requires no previous professional experience or internship experience
• Previous experience in technical support is highly desirable, especially within SaaS or LMS environments
• Proven ability to manage customer expectations and deliver effective solutions

Benefits

• Employee Share Purchase Plan (ESPP) at a 15% discount
• Health benefits
• Paid vacation days
• Two company-wide Docebo Days
• Floating holidays for cultural celebrations
• Your birthday off
• Coverage offering you time with your little one(s)
• Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors)
• Company-wide events

Company Overview