Premium Support Advisor

Docebo

  • Toronto, ON Ottawa, ON
  • Permanent
  • Full-time
  • 5 days ago
Artificial Intelligence. Actual Impact.At Docebo, AI isn't just a buzzword - it's how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time-saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower).We're building the future of learning, and we're doing it with a team that loves to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people - not just in theory - you're in the right place.Still thinking it over? At Docebo, values aren't just posters on the wall - they show up in how we work every day. We lead with what we call the Docebo Heart: we trust each other, assume positive intent, and make space for the differences that make our team stronger.So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn.About This Opportunity:The role of the Premium Support Advisor is crucial in ensuring that our Premium Support customers enjoy a seamless experience with our products. As the dedicated point of contact for Advantage level accounts, the Premium Support Advisor will play a key role in elevating customer satisfaction by proactively addressing technical issues and providing tailored support services. This role involves collaboration with various internal teams to deliver timely and effective solutions while fostering strong relationships with clients.In addition to technical support, the Premium Support Advisor will analyze support trends and customer feedback to enhance service delivery continuously. This position requires a blend of technical expertise, excellent communication skills, and a commitment to customer advocacy to ensure that client needs are not only met but anticipated.We are currently hiring for three shift schedules:One weekend day (Sunday or Saturday) + four weekdays | 8:00 AM - 5:00 PM ESTBoth weekend days (Saturday and Sunday) + three weekdays | 11:00 PM - 8:00 AM ESTTuesday - Saturday | 4:00 PM - 1:00 AM EST \nPrimary Responsibilities, including but not limited to:
  • Serve as the primary Support contact for Premier, Advantage, and Essential Premium Support accounts; provide rollover support for Elite accounts as needed, ensuring consistent communication and assistance.
  • Collaborate closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership teams to maximize customer satisfaction and retention.
  • Conduct monthly ticket reviews with assigned Premier accounts to enhance their support experience by identifying trends and ensuring swift resolution of issues.
  • Provide multi-channel technical support to Premium Support customers via phone, video, email, and chat, ensuring adaptability to client communication preferences.
  • Advocate for the business needs of Premium clients, ensuring timely case resolution while striving to exceed customer expectations in service delivery.
  • Maintain meticulous documentation of customer environments, interactions, and troubleshooting processes to facilitate knowledge sharing and enhance response effectiveness.
  • Ensure the successful delivery of Premium Support offerings, helping clients realize value and satisfaction from their investment.
  • Diagnose software application issues to determine root causes and propose appropriate solutions, escalating concerns to the Product team when necessary.
  • Collaborate with Product and Support Management teams on the introduction and rollout of new product features, providing client insights and feedback.
  • Manage customer issues through to resolution, effectively addressing escalations and prioritizing workload based on urgency and customer impact.
What it takes to be successful:
  • Successful candidates will exhibit strong customer-centered behaviors, technical proficiency, and a proactive approach to problem-solving.
  • Exceptional communication skills are essential, enabling the Premium Support Advisor to effectively engage with technical and non-technical stakeholders.
  • A self-starter mindset and collaborative nature will enhance their ability to work with diverse teams, while critical thinking skills will empower them to find innovative solutions to complex challenges.
Education and Experience:
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience).
  • Minimum of 3.5 years of experience in SaaS technical support or a related field.
  • Demonstrated ability to autonomously lead technical support requests to resolution.
Required Skills:
  • Strong technical aptitude with experience troubleshooting complex software applications.
  • Proficiency in using SaaS support tools such as Zendesk, Salesforce, Slack, and JIRA.
  • Excellent verbal and written communication skills with the capacity to convey technical information to diverse audiences.
  • Ability to work both independently and as part of a cohesive team.
\nBenefits & Perks 😍-Generous Vacation Policy, plus extra floating holidays to use for religious or cultural events that matter to you-Employee Share Purchase Plan-Career progression/internal mobility opportunities-Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)-WeWork partnership and “Work from Anywhere” programHybrid Office Model 🏢We believe when people are together, they develop deeper relationships and accelerate innovation. Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee's needs. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.About Docebo 💙Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have successfully achieved 2 IPOs ( ), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do - Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. Apply today!Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations(at) docebo.com. The e-mail should include a description of the requested accommodation and the position you're applying for or interested in.

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