Premium Support Advisor (Canada)

📋 Description

• Deliver VIP service to Premium clients, review tickets for trends, ensure swift resolution.
• Collaborate with CSMs, AMs, PS, TAMs, and leadership to maximize satisfaction.
• Provide top-tier multi-channel support via phone, video, email, and chat.
• Diagnose complex software issues, identify root causes, propose solutions.
• Partner with Product during feature rollouts to share client insights.
• Document environments and processes to boost knowledge sharing.

🎯 Requirements

• Bachelor’s in CS/IT or equivalent, 3.5+ years SaaS tech support.
• Strong technical aptitude and autonomous troubleshooting.
• Proficient with Zendesk, Salesforce, Slack, Jira.
• Excellent verbal and written communication for diverse audiences.
• Customer-centric mindset, self-starter, proactive problem solver.
• Collaborative, team-oriented, and able to advocate for clients.

🎁 Benefits

• Competitive compensation with additional bonus opportunities.
• Health benefits and ESPP with 15% discount.
• Paid vacation, Docebo Days, and flexible holiday policy.
• Family-friendly programs and global team events.
• Supportive culture that values growth and inclusion.