Technical Analyst supporting Windows server builds, migrations, application mapping, and infrastructure documentation. Coordinating projects with Project Services and Operations teams at an IT services company.
About the role
- Tier 1 technical support analyst helping Docebo customers use its AI-powered learning platform. Troubleshooting customer issues across calls, chat, video, and ticketing systems.
Responsibilities
- Address customer inquiries and resolve technical issues through inbound and outbound calls, live chat, video, and ticketing systems
- Troubleshoot technical roadblocks by asking clarifying questions and gathering information to identify root causes
- Resolve customer issues efficiently and escalate to senior technical staff when necessary
- Manage phone, chat, and email conversations in a highly technical environment for up to 8 hours per day
- Follow up with customers to confirm their concerns are fully resolved
- Set and communicate realistic response and resolution times
- Maintain consistent attendance and punctuality while following business-driven break and lunch schedules
- Explain technical details clearly to customers with varying skill levels
- Contribute proactively to team success through problem-solving and customer-focused support
Requirements
- Ability to quickly learn software concepts and explain technical details clearly to customers of varying skill levels
- Exceptional communication skills and a proactive passion for helping customers succeed
- Previous technical support experience, especially in SaaS, fast-paced environments, or LMS platforms
- Ability to work effectively and maintain professionalism in a fast-paced, high-pressure support environment
- Ability to read, comprehend, and quickly apply complex technical materials while interacting with clients
- Reliability in following set break and lunch schedules based on customer demand
- Confidence, proactive problem-solving attitude, and ability to contribute to team success
- Ability to manage phone, chat, or email conversations for up to 8 hours a day
- Consistent attendance and punctuality
- Ability to work from the office three days per week, Tuesday–Thursday
Benefits
- Employee Share Purchase Plan (ESPP) at a 15% discount
- Competitive compensation package
- Health benefits
- Paid vacation days
- Two company-wide Docebo Days
- Floating holidays for cultural celebrations
- Birthday off
- Family coverage providing time with children
- Employee Resource Groups, including PRIDE, DWA, BIDOC, and Green Ambassadors
- Company-wide events
- Flexible work arrangement with three office days and flexibility the rest of the week
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Degree requirement
No Education Requirement
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