Technical Support Analyst, Tier 1

Artificial Intelligence. Actual Impact. At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses. We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart: trust by default, assume positive intent, and create space for different perspectives to thrive. So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops. THE ADVENTURE AHEAD 🚀 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. THE DAY-TO-DAY 💻 - Champion the Customer Experience: Address customer inquiries and conquer technical issues through inbound and outbound calls, live chat, video, and our ticketing systems. - Solve the Puzzle: Troubleshoot complex technical roadblocks by asking the right clarifying questions and gathering essential information to uncover the root cause. - Drive Rapid Resolutions: Take swift, appropriate actions to resolve customer issues efficiently, and expertly escalate to senior technical staff when necessary. - Master the Tech Terrain: Navigate a highly technical environment, confidently managing phone, chat, or email conversations for up to 8 hours a day. - Own the Follow-Through: Proactively follow up with customers in a timely manner to confirm their concerns have been fully resolved. - Communicate with Clarity: Manage customer expectations like a pro by setting and communicating realistic response and resolution times. - Anchor the Operations: Maintain consistent attendance and punctuality in a dynamic contact center environment, adhering closely to set break and lunch schedules driven by business needs. YOUR SUPERPOWERS 🦸 - Tech-Savvy Communicator: Demonstrate a strong ability to quickly learn software concepts and clearly explain technical details to customers of varying skill levels. - Customer-First Champion: Bring exceptional communication skills and a deep, proactive passion for helping customers succeed. - SaaS Support Veteran: Leverage your previous technical support experience, especially within SaaS, fast-paced environments, or LMS platforms. - Grace Under Pressure: Showcase your ability to work effectively and maintain unwavering professionalism in a fast-paced, high-pressure support landscape. - Information Sponge: Possess the capacity to read, comprehend, and quickly apply complex technical materials while interacting with clients. - Schedule Rockstar: Exhibit the reliability to follow set schedules for breaks and lunches as determined by fluctuating customer demands. - Team Player Mindset: Radiate confidence in your abilities and bring a proactive, problem-solving attitude that contributes directly to our team’s shared success. OUR HYBRID WORK PHILOSOPHY 🤝 Great work can happen…