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 Docebo is a cloud SaaS Learning Platform that enables companies to deliver, track and certify online training to their staff. It was founded in 2005, and is headquartered in Toronto, Ontario, CAN, with a workforce of 501-1000 employees. Its website is