Technical Support Analyst

Athens, Georgia, United States

Apply with AI Apply

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, EdTech, SaaSIndustries

Requirements

Candidates should possess strong abilities to quickly learn and communicate software-related and technical concepts clearly. Exceptional communication skills and a passion for helping customers are essential. Previous experience in technical support, particularly in SaaS or fast-paced support organizations, is highly desirable. The ability to work effectively in a fast-paced, high-pressure environment while maintaining professionalism and the capacity to read and comprehend complex technical material are required. A proactive, problem-solving mindset with a customer-first approach and confidence in one's abilities are also necessary.

Responsibilities

The Technical Support Analyst will serve as a Docebo product expert and the first point of contact for customer issues and inquiries, ensuring customer satisfaction by addressing technical concerns, troubleshooting issues, and helping clients maximize the system’s potential. Responsibilities include addressing customer inquiries and technical issues via multiple communication channels, troubleshooting technical issues by gathering information to identify root causes, and taking appropriate actions to resolve customer issues quickly or escalate when necessary. The analyst will also conduct phone, chat, or email conversations, follow up with customers to confirm full resolution, research complex technical issues, manage customer expectations by communicating realistic response and resolution times, and reference various resource materials while interacting with customers. Adherence to set schedules for breaks and lunches determined by business needs is also required.

Skills

Technical Support

Customer Service

Troubleshooting

Ticketing Systems

Learning Platforms

Communication

Docebo

Corporate e-learning platform with AI integration

About Docebo

Docebo creates software and support systems to assist businesses in training their employees and stakeholders. Its platform combines various learning methods, such as formal, social, and experiential learning, enhanced by artificial intelligence to make the learning experience more personalized and engaging. This approach sets Docebo apart from traditional learning management systems that focus solely on formal courses. The company primarily targets corporate clients across different industries, recognizing the growing need for effective training solutions in the corporate e-learning sector. Docebo operates on a Software-as-a-Service (SaaS) model, where clients subscribe to access its platform, allowing for flexible usage based on their needs. The company's goal is to provide a comprehensive learning platform that supports continuous employee development and adapts to the evolving demands of the workforce.

Toronto, CanadaHeadquarters

2005Year Founded

$5.6MTotal Funding

IPOCompany Stage

Enterprise Software, EducationIndustries

1,001-5,000Employees

Benefits

Paid Vacation

Employee Stock Purchase Plan

Hybrid Work Options

Remote Work Options

Risks

Dayforce's new LMS launch could increase competition in the e-learning market.

CFO transition might cause temporary instability in Docebo's financial management.

Warburg Pincus's share acquisition may lead to increased influence over company decisions.

Differentiation

Docebo integrates formal, social, and experiential learning methods, enhancing learning personalization.

The platform leverages advanced AI capabilities for dynamic and personalized learning experiences.

Docebo's SaaS model allows scalable and flexible learning solutions for corporate clients.

Upsides

Docebo's partnership with Class Technologies enhances virtual instructor-led training capabilities.

Recognition with nine Brandon Hall Awards reinforces Docebo's leadership in learning innovation.

The alliance with Deloitte supports building robust learning ecosystems for large organizations.

Land your dream remote job 3x faster with AI

Try Jobo Free