Technical Support Analyst, Tier 1

📋 Description

• Frontline technical support for Docebo’s AI-powered platform.
• Handle customer inquiries via calls, live chat, video, and ticketing systems.
• Troubleshoot complex issues and gather information to determine root causes.
• Escalate to senior staff when needed and ensure timely follow-up.
• Operate in a highly technical SaaS environment with up to 8 hours of daily interaction.
• Maintain reliable attendance and adhere to scheduling needs in a hybrid model.

🎯 Requirements

• Experience in SaaS support or LMS platforms preferred.
• Strong communication skills and ability to explain technical concepts clearly.
• Ability to learn software concepts quickly and adapt to a fast-paced setting.
• Problem-solving mindset with customer-first attitude.
• Ability to manage multiple channels (phone, chat, email) and work within a ticketing system.
• Willingness to work in a hybrid environment with in-office days a few times per week.

🎁 Benefits

• Competitive compensation with potential bonuses.
• Health benefits and ESPP opportunities.
• Hybrid work model with collaborative in-office days.
• Paid vacation, company-wide days, and cultural leave policies.