The Technical Support Analyst serves as a Docebo product expert and the first point of contact for customer issues and inquiries. This role ensures customer satisfaction by addressing technical concerns, troubleshooting issues, and helping clients maximize the system’s potential. The analyst provides prompt and accurate support through various communication channels, ensuring customers have their questions answered and their technical issues resolved efficiently.

Address customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systems Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause Take appropriate actions to resolve customer issues quickly and escalate when necessary Conduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per day Follow up with customers to confirm full resolution of their concerns in a timely manner Research complex technical issues using troubleshooting skills or escalate to senior technical staff when required Manage customer expectations by communicating realistic response and resolution times Reference various resource materials while simultaneously interacting with customers Remain seated or relatively sedentary for long periods, ensuring consistent attendance and punctuality in a contact center environment Strong ability to quickly learn and communicate software-related and technical concepts clearly to customers Exceptional communication skills and a passion for helping customers Previous experience in technical support, particularly in SaaS or rapid-paced support organizations Capacity to read and comprehend complex technical material Ability to follow set schedules for breaks and lunches,



as determined by customer needs A proactive, problem-solving mindset with a customer-first approach Previous experience in technical support is highly desirable, especially within SaaS or LMS environments Proven ability to manage customer expectations and deliver effective solutions Generous Vacation Policy, plus extra floating holidays to use for religious or cultural events that matter to you Four employee resource groups to get involved with (the Docebo Womenu2019s Alliance, PRIDE, BIDOC, and Green Ambassadors) Hybrid Office Model Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee’s needs. Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop.

Docebo is a global company with offices in North America, EMEA, APAC and more. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. We are committed to diversity and inclusion in our workforce.

All qualified applicants and employees will receive consideration for employment regardless of their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law. Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations(at)docebo.

📌 Urgent Need ! Technical Support Analyst (Toronto)
🏢 Docebo
📍 Toronto