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Full-Time

Technical Support Analyst

Confirmed live in the last 24 hours

Docebo

Docebo

501-1,000 employees

Corporate e-learning platform utilizing AI

Enterprise Software
AI & Machine Learning
Education

Junior, Mid

Toronto, ON, Canada

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 help businesses train 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 dynamic. Targeting corporate clients across different industries, Docebo operates in the rapidly growing corporate e-learning sector, which emphasizes the importance of continuous employee development. The company uses a Software-as-a-Service (SaaS) model, allowing clients to subscribe and pay a recurring fee based on their usage and required features. This subscription model provides a steady revenue stream and the flexibility for clients to scale their training solutions. Docebo stands out from competitors by integrating multiple learning approaches and leveraging AI to enhance the training process.

Company Stage

Series A

Total Funding

$6.4M

Headquarters

Toronto, Canada

Founded

2005

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Simplify's Take

What believers are saying

  • Docebo's recognition with seven Brandon Hall Group Excellence in Technology Awards underscores its industry leadership and innovative capabilities.
  • Recent investments from firms like Intact Investment Management and Russell Investments Group highlight strong market confidence in Docebo's growth potential.
  • The introduction of 'Docebo for Microsoft Teams' expands its integration capabilities, making it more versatile and accessible for users.

What critics are saying

  • The competitive landscape of the e-learning sector is intense, requiring continuous innovation to maintain market position.
  • Dependence on subscription fees means that economic downturns or budget cuts in client companies could impact revenue.

What makes Docebo unique

  • Docebo integrates formal, social, and experiential learning methods into a single platform, setting it apart from traditional LMS providers.
  • The use of artificial intelligence to personalize learning experiences offers a dynamic and adaptive training solution, unlike many competitors.
  • Docebo's SaaS model allows for scalable and flexible usage, catering to the varying needs of corporate clients.