Premium Support Advisor

Docebo•Athens, GA

10d•Hybrid

About The Position

The role of the Premium Support Advisor is crucial in ensuring that our Premium Support customers enjoy a seamless, top-tier experience with our products. You will play a key role in elevating customer satisfaction by proactively addressing technical issues, analyzing support trends, and providing highly tailored support services. By blending technical expertise with a passionate commitment to customer advocacy, you will ensure that client needs are not only met but entirely anticipated as we continuously enhance service delivery.

Requirements

Exhibit strong customer-centered behaviors with exceptional verbal and written communication skills to effectively convey technical information and engage technical and non-technical stakeholders alike.
Demonstrate a strong technical aptitude with a minimum of 3.5 years of experience in SaaS technical support or a related field to conquer and troubleshoot complex software applications.
Showcase a proactive approach, critical thinking skills, and a demonstrated ability to autonomously lead technical support requests to innovative resolutions.
Utilize your proficiency in SaaS support tools such as Zendesk, Salesforce, Slack, and JIRA to streamline workflows and deliver rapid solutions.
Bring a self-starter mindset and collaborative nature to work effectively both independently and as part of a cohesive, inclusive team.
Possess a Bachelor's degree in Computer Science, Information Technology, or a related field (or bring equivalent, hard-earned professional experience to the table).

Responsibilities

Serve on our Premium Support team to provide an incredibly valuable customer experience to Premier, Advantage, and Essential accounts, ensuring the successful delivery of Premium Support offerings.
Partner closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership teams to maximize customer satisfaction and retention.
Serve as the primary support contact for assigned clients, conduct ticket reviews to identify trends, manage issues through to resolution, and effectively address escalations based on urgency.
Provide dynamic, multi-channel technical support via phone, video, email, and chat, ensuring seamless adaptability to client communication preferences.
Advocate for the business needs of Premium clients, strive to exceed customer expectations, and collaborate with Product and Support Management on the rollout of new features by sharing valuable client insights.
Diagnose complex software application issues to determine root causes, propose appropriate solutions, and confidently escalate concerns to the Product team when necessary.
Maintain meticulous documentation of customer environments, interactions, and troubleshooting processes to facilitate vital knowledge sharing and enhance response effectiveness.