About the role

Technical Support Analyst addressing customer inquiries and technical issues at Docebo. Supports clients in maximizing the potential of the AI-powered learning platform.

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.

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.
Previous experience in technical support is highly desirable, especially within SaaS or LMS environments.
Proven ability to manage customer expectations and deliver effective solutions.

Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.
Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it.
Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off!
Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025!
Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long.