Technical Support Specialist

Docebo; Milano; Remoto; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A fast-growing SaaS company is seeking a Technical Support Analyst. You will assist customers with technical issues, ensuring their systems run smoothly. Ideal candidates should be fluent in Italian and English, with strong troubleshooting skills. This role also involves working flexible hours, including weekends. Join our team to be a part of the learning revolution in a dynamic environment.

Servizi

Inclusive and flexible work environment

Generous Vacation Policy

Employee Share Purchase Plan

Career progression opportunities

Competenze

• Fluent in Italian and English.
• Ability to read and comprehend complex technical material.
• Previous technical support experience preferred.

Mansioni

• Answer incoming customer calls, chats, or tickets.
• Research technical issues and escalate as needed.
• Manage customer expectations on response times.

Conoscenze

Fluent in Italian

Fluent in English

Technical troubleshooting

Customer communication

Descrizione del lavoro

Hey you! Want to work for one of the fastest growing SaaS companies in the world?

We’re building the next generation of learning software that companies like AWS, Netflix, Opentable, and L’Oreal rely on to deliver training. We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers, and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the

• Docebo Heart
• We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better.

Are you ready to be a part of the learning revolution?

About This Opportunity

As a remote Technical Support Analyst, you’re a Docebo product expert and the first point of contact for customer issues and questions.

Why this job?

As a Technical Support Analyst, you can be the game changer in a customer’s day. You will be helping with technical issues or answering questions that help clients utilize their system to the fullest potential. It is your job to ensure our customers have their questions answered, their system up and running, or their technical concerns alleviated.

Please note: our Support team works according to schedules. The final schedule will be assigned after the initial training period. Work time can be between 7am and 8pm. This role will also include periodic weekend on-call coverage, including monitoring for urgent client tickets and actioning in alignment with response time and escalation standards.

Responsibilities may include

• Answering incoming customer phone calls, chats, or tickets, asking questions, and gathering information to quickly resolve issues. Following up with customers in a timely manner.
• Researching technical issues using troubleshooting skills and/or escalating to another technical team member.
• Having meaningful conversations with customers to manage their expectations on response and resolution times.

Bonus Points for

• Ability to learn and communicate software-related and technical concepts to customers.
• You love talking to people and being as helpful as possible.
• Previous technical support experience within SaaS or fast-paced support organizations.

Who fits our team well?

• You have a “call the customer” mentality when resolving technical customer issues.
• You enjoy the hustle and bustle of a fast-paced environment.
• You are an “owner of your work” and continuously try to improve every day.
• You are confident and love sharing success with your team.

Essential Job Functions

• Must be fluent in Italian and English.
• Ability to read and comprehend complex technical material.
• Ability to remain seated or relatively sedentary for long periods of time.
• Reference various resource materials while simultaneously interacting with customers on the phone.
• Consistent attendance and punctuality in line with the expectations of a contact center environment.
• Comfortable being on the phone with breaks every 3-4 hours. Possess positive, professional interpersonal skills.
• Ability to perform a broad variety of duties and responsibilities with accuracy and speed and successfully meet time-sensitive deadlines.
• Ability to consistently achieve the established performance metrics for the role.

Benefits & Perks

• Inclusive and flexible work environment.
• Generous Vacation Policy, plus 2 extra floating holidays for religious or cultural events.
• Employee Share Purchase Plan.
• Career progression / internal mobility opportunities.
• Four employee resource groups: Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors.

About Docebo

Here at Docebo, we power learning experiences for over 2,900 customers worldwide with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially.

Docebo is a global company with offices in North America, EMEA, APAC, and more. Our people believe in six core values, which are reflected in everything we do.