Technical Support Analyst, Tier 1

Docebo•Toronto, ON

2d•CA$40,900 - CA$54,500•Hybrid

About The Position

Step into the role of Technical Support Analyst, Tier 1 and become the ultimate product expert and frontline hero for our customers' success. You will have a direct impact on customer satisfaction by diving deep into technical puzzles, troubleshooting issues, and empowering clients to unlock the full potential of our platform. If you are passionate about delivering top-tier support and thrive in a fast-paced environment where your problem-solving skills shine, this is your chance to make a real difference.

Requirements

Demonstrate a strong ability to quickly learn software concepts and clearly explain technical details to customers of varying skill levels.
Bring exceptional communication skills and a deep, proactive passion for helping customers succeed.
Leverage your previous technical support experience, especially within SaaS, fast-paced environments, or LMS platforms.
Showcase your ability to work effectively and maintain unwavering professionalism in a fast-paced, high-pressure support landscape.
Possess the capacity to read, comprehend, and quickly apply complex technical materials while interacting with clients.
Exhibit the reliability to follow set schedules for breaks and lunches as determined by fluctuating customer demands.
Radiate confidence in your abilities and bring a proactive, problem-solving attitude that contributes directly to our team’s shared success.

Responsibilities

Address customer inquiries and conquer technical issues through inbound and outbound calls, live chat, video, and our ticketing systems.
Troubleshoot complex technical roadblocks by asking the right clarifying questions and gathering essential information to uncover the root cause.
Take swift, appropriate actions to resolve customer issues efficiently, and expertly escalate to senior technical staff when necessary.
Navigate a highly technical environment, confidently managing phone, chat, or email conversations for up to 8 hours a day.
Proactively follow up with customers in a timely manner to confirm their concerns have been fully resolved.
Manage customer expectations like a pro by setting and communicating realistic response and resolution times.
Maintain consistent attendance and punctuality in a dynamic contact center environment, adhering closely to set break and lunch schedules driven by business needs.