Technical Support Analyst

Docebo

  • Toronto, ON
  • Permanent
  • Full-time
  • 6 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 Technical Support Analyst serves as a Docebo product expert and the first point of contact for customer issues and inquiries. This role ensures customer satisfaction by addressing technical concerns, troubleshooting issues, and helping clients maximize the system's potential. The analyst provides prompt and accurate support through various communication channels, ensuring customers have their questions answered and their technical issues resolved efficiently. \nPrimary responsibilities, including but not limited to:
  • 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.
What it takes to be successful:
  • 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.
Education and Experience:
  • Previous experience in technical support is highly desirable, especially within SaaS or LMS environments.
  • Proven ability to manage customer expectations and deliver effective solutions.
\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.

Docebo