Premium Support Advisor

📋 Description

• Deliver VIP experiences to Premier/Advantage/Essential accounts.
• Partner with CSMs/AMs/PS/TAMs and leadership to boost retention.
• Manage client issues from review to resolution; escalate when needed.
• Provide multi-channel support via phone, video, email, and chat.
• Champion client needs; share insights with Product and Support Management.
• Investigate complex software issues to identify root causes and propose solutions.
• Document customer environments and troubleshooting steps for knowledge sharing.

🎯 Requirements

• 3.5+ years SaaS technical support or related field
• Bachelor's degree in Computer Science, IT, or related field
• Excellent verbal and written communication
• Proficiency with Zendesk, Salesforce, Slack, and JIRA
• Autonomous, self-starter with hybrid-work experience
• Collaborative, customer-obsessed team player

🎁 Benefits

• Hybrid schedule with Tue-Thu in the office
• Comprehensive health benefits
• Employee Stock Purchase Plan at 15% discount
• Paid vacation, Docebo Days, floating holidays
• Family-friendly policies incl. parental leave
• Access to Employee Resource Groups and company events