Technical Support Analyst

Docebo; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Generous Vacation Policy

Employee Share Purchase Plan

Career progression opportunities

Work from Anywhere program

Job summary

A global learning technology company in Toronto seeks a Technical Support Analyst to assist customers with issues related to their software. The ideal candidate will have strong communication skills, experience in technical support, and a proactive mindset. This role offers a hybrid work model and a generous vacation policy, among other benefits.

Qualifications

• Strong ability to communicate software-related concepts clearly.
• Exceptional communication skills and passion for helping customers.
• Previous experience in technical support, preferably in SaaS environments.

Responsibilities

• Address customer inquiries and technical issues via various channels.
• Troubleshoot technical issues by asking clarifying questions.
• Conduct phone, chat, or email conversations in a technical environment.

Skills

Customer communication

Technical troubleshooting

SaaS experience

Problem-solving

Education

Experience in technical support

Job description

Overview

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.

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

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

Benefits & 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\u2019s Alliance, PRIDE, BIDOC, and Green Ambassadors)
• WeWork partnership and “Work from Anywhere” program

Hybrid 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 (TSX: DCBO & NASDAQ: DCBO), 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!

Equal Employment Opportunity

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.