Full-Time

Technical Support Analyst

Posted on 8/13/2024

Docebo

Docebo

1,001-5,000 employees

Corporate e-learning platform with AI integration

Enterprise Software
Education

Junior, Mid

Toronto, ON, Canada

Hybrid position based in Toronto, Ontario.

Category
Customer Support
Customer Success & Support
IT & Security
Required Skills
Communications
Requirements
  • Having the ability to learn and communicate software-related and technical concepts to customers.
  • You love talking to people and being as helpful as possible.
  • Having previous technical support experience working within SaaS or fast paced support organizations.
  • You have a “call the customer” mentality when resolving technical customer issues.
  • You enjoy the hustle and bustle of a fast-paced environment.
  • You are an “owner of your work” and continuously try to improve every day.
  • You are confident and love sharing successes with your team.
  • Experience with LMS is plus.
Responsibilities
  • Addressing customer issues by taking inbound chats, working live with customers through our chat functionality, ticketing systems, video/screen sharing, and other means of communication.
  • Troubleshooting issues by asking clarifying questions and gathering information that lead to the root cause of the issue.
  • Taking appropriate action that leads to quickly resolving issues and advocating for the customer when escalations are required.
  • Following up with customers in a timely manner.
  • Researching a technical issue using your troubleshooting skills and/or escalating to another technical team member.
  • Having meaningful conversations with customers to manage their expectations on response and resolution times.

Docebo creates software and support systems to assist businesses in training their employees and stakeholders. Its platform combines various learning methods, such as formal, social, and experiential learning, enhanced by artificial intelligence to make the learning experience more personalized and engaging. This approach sets Docebo apart from traditional learning management systems that focus solely on formal courses. The company primarily targets corporate clients across different industries, recognizing the growing need for effective training solutions in the corporate e-learning sector. Docebo operates on a Software-as-a-Service (SaaS) model, where clients subscribe to access its platform, allowing for flexible usage based on their needs. The company's goal is to provide a comprehensive learning platform that supports continuous employee development and adapts to the evolving demands of the workforce.

Company Stage

IPO

Total Funding

$5.6M

Headquarters

Toronto, Canada

Founded

2005

Growth & Insights
Headcount

6 month growth

10%

1 year growth

10%

2 year growth

10%
Simplify Jobs

Simplify's Take

What believers are saying

  • Docebo's partnership with Class Technologies enhances virtual instructor-led training capabilities.
  • Recognition with nine Brandon Hall Awards reinforces Docebo's leadership in learning innovation.
  • The alliance with Deloitte supports building robust learning ecosystems for large organizations.

What critics are saying

  • Dayforce's new LMS launch could increase competition in the e-learning market.
  • CFO transition might cause temporary instability in Docebo's financial management.
  • Warburg Pincus's share acquisition may lead to increased influence over company decisions.

What makes Docebo unique

  • Docebo integrates formal, social, and experiential learning methods, enhancing learning personalization.
  • The platform leverages advanced AI capabilities for dynamic and personalized learning experiences.
  • Docebo's SaaS model allows scalable and flexible learning solutions for corporate clients.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Paid Vacation

Employee Stock Purchase Plan

Hybrid Work Options

Remote Work Options

INACTIVE