Premium Support Advisor (Canada)

Docebo•Toronto, ON

5d•CA$55,000 - CA$64,400•Hybrid

About The Position

As our Premium Support Advisor, your mission is to be the ultimate customer champion, ensuring our top-tier clients experience seamless, world-class support. You will serve as a strategic partner to our Premier, Advantage, and Essential accounts, proactively tackling technical challenges and elevating customer satisfaction at every touchpoint. By blending your technical prowess with exceptional communication, you'll not only resolve complex issues but also shape the future of our product by turning customer feedback into actionable insights. Get ready to collaborate with dynamic cross-functional teams and make a tangible impact on how our VIP clients achieve their learning goals!

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience).
Minimum of 3.5 years in SaaS technical support.
Strong technical aptitude with a proven track record of autonomously troubleshooting and resolving complex software applications.
Highly proficient in navigating industry-leading SaaS support tools, specifically Zendesk, Salesforce, Slack, and JIRA.
Excellent verbal and written communication skills, allowing you to effectively convey complex technical concepts to diverse technical and non-technical audiences.
Strong customer-centered behaviors, a self-starter attitude, and a proactive approach to finding innovative solutions to complex challenges.
Thrive in cohesive team environments, using critical thinking to empower diverse teams and advocate fiercely for client needs.
Dedicated to fostering a culture of inclusivity, bringing your unique perspective to help the entire team succeed while ensuring every employee feels valued and respected.

Responsibilities

Serve as the primary support contact for assigned Premium clients, conducting ticket reviews to identify trends and ensure swift resolution of issues.
Work closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership to maximize customer satisfaction and retention.
Provide adaptable, top-tier technical support via phone, video, email, and chat, meeting clients exactly where they prefer to communicate.
Diagnose complex software application issues to find root causes, propose tailored solutions, and escalate crucial concerns directly to the Product team.
Partner with Product and Support Management during new feature rollouts to share vital client insights and feedback that enhance service delivery.
Maintain meticulous records of customer environments, troubleshooting processes, and interactions to boost team knowledge sharing and response effectiveness.
Autonomously manage customer issues through to full resolution, skillfully handling escalations and prioritizing your workload based on urgency and business impact.