Technical Support Analyst

Who you are

• Translate Tech to Human: Exhibit a strong ability to quickly learn and communicate software-related and complex technical concepts clearly to customers
• Champion the Customer: Bring exceptional communication skills coupled with a proactive, problem-solving mindset and a genuine passion for helping customers
• Thrive Under Pressure: Showcase a proven ability to work effectively and maintain professionalism in a fast-paced, high-pressure environment
• Process Complex Info: Demonstrate the capacity to easily read and comprehend complex technical material
• Radiate Confidence: Exude confidence in your abilities and bring a collaborative passion for contributing to the team's success and bringing unique perspectives
• French Speaking: One of the two openings requires fluency in French to support our French-speaking customer base - please indicate in your application if you meet this requirement
• Industry Insider: Possess previous experience in technical support, which is highly desirable, especially within SaaS or fast-paced support organizations
• LMS Guru: Have background experience working within Learning Management System (LMS) environments
• Proven Track Record: Hold a proven ability to consistently manage customer expectations and deliver effective solutions

What the job involves

• As a Technical Support Analyst, you will serve as the ultimate Docebo product expert and the vital first point of contact for our customers!
• Your mission is to dive into technical inquiries, troubleshoot complex challenges, and empower clients to maximize the system’s full potential
• By resolving issues efficiently and nurturing our inclusive, customer-first culture, you will directly impact our users' success and ensure every customer feels valued and respected
• Get ready to transform technical hurdles into seamless learning experiences in a fast-paced, highly rewarding environment
• Be the First Responder: Address customer inquiries and technical issues promptly across inbound/outbound calls, live chat, video, and ticketing systems
• Play Detective: Troubleshoot complex technical issues by asking clarifying questions and gathering essential information to pinpoint the root cause
• Drive Resolutions: Take appropriate, decisive action to resolve customer issues quickly, and smoothly escalate to senior technical staff when necessary
• Master the Matrix: Seamlessly reference various resource materials while simultaneously interacting with customers and delivering prompt, accurate support
• Communicate Clearly: Manage customer expectations by communicating realistic response and resolution times, and follow up in a timely manner to confirm full resolution
• Stay Engaged: Conduct technical conversations via phone, chat, or email for up to 8 hours per day in a contact center environment, remaining relatively sedentary while ensuring consistent attendance and punctuality
• Keep the Rhythm: Adhere closely to set break and lunch schedules as determined by business and customer needs to keep our support operations running smoothly

The application process

• Deadline to Apply: 21 August 2026 at 05:00 BST