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.ResponsibilitiesAddress customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systemsTroubleshoot technical issues by asking clarifying questions and gathering information to identify the root causeTake appropriate actions to resolve customer issues quickly and escalate when necessaryConduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per dayFollow up with customers to confirm full resolution of their concerns in a timely mannerResearch complex technical issues using troubleshooting skills or escalate to senior technical staff when requiredManage customer expectations by communicating realistic response and resolution timesReference various resource materials while simultaneously interacting with customersRemain seated or relatively sedentary for long periods, ensuring consistent attendance and punctuality in a contact center environmentAdhere closely to set break and lunch schedules determined by business needsSkillsStrong ability to quickly learn and communicate software-related and technical concepts clearly to customersExceptional communication skills and a passion for helping customersPrevious experience in technical support, particularly in SaaS or fast-paced support organizationsAbility to work effectively in a fast-paced, high-pressure environment while maintaining professionalismCapacity to read and comprehend complex technical materialAbility to follow set schedules for breaks and lunches, as determined by customer needsA proactive, problem-solving mindset with a customer-first approachConfidence in your abilities and a passion for contributing to team successTypically requires no previous professional experience or internship experiencePrevious experience in technical support is highly desirable, especially within SaaS or LMS environmentsProven ability to manage customer expectations and deliver effective solutionsBenefitsEmployee Share Purchase Plan (ESPP) at a 15% discountHealth benefitsPaid vacation daysTwo company-wide Docebo DaysFloating holidays for cultural celebrationsYour birthday offCoverage offering you time with your little one(s)Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors)Company-wide eventsCompany OverviewDocebo 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 http://www.docebo.com.