Technical Support Analyst - Remote

Overview

The Technical Support Analyst serves as a Docebo product expert and the first point of contact for customer issues and inquiries, ensuring customer satisfaction by addressing technical concerns and troubleshooting issues.

In Short

• Address customer inquiries and technical issues via various communication channels.
• Troubleshoot technical issues by gathering information to identify root causes.
• Resolve customer issues quickly and escalate when necessary.
• Conduct conversations in a highly technical environment for up to 8 hours per day.
• Follow up with customers to confirm resolution of their concerns.
• Research complex technical issues and escalate to senior staff when required.
• Manage customer expectations with realistic response times.
• Reference resource materials while interacting with customers.
• Maintain consistent attendance and punctuality in a contact center environment.
• Adhere to set break and lunch schedules based on business needs.

Requirements

• Strong ability to learn and communicate software-related concepts clearly.
• Exceptional communication skills and a passion for helping customers.
• Previous experience in technical support, ideally in SaaS.
• Ability to work in a fast-paced, high-pressure environment.
• Capacity to read and comprehend complex technical material.
• Ability to follow set schedules for breaks and lunches.
• A proactive, problem-solving mindset with a customer-first approach.
• Confidence in abilities and a passion for team success.

Benefits

• Work in a dynamic and innovative environment.
• Be part of a team that values trust and positive intent.
• Opportunity to contribute to the future of learning.
• Join a diverse team of over 900 people globally.