Hey you! 👋 Want to work for one of the fastest growing SaaS companies in the world? 📈
We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training 💻 We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.
Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. 💙
So what are you waiting for? Apply today! Join 900+ global Docebians and change the way people learn.
Are you ready to be a part of the learning revolution? 🚀
About This Opportunity:
As a Senior Premium Support Advisor on our Premium Support team at Docebo, this person will be responsible for providing world-class customer support to our Premium Support customers, ensuring that their needs are met and their expectations exceeded. The Senior Premium Support Advisor will lead weekly case reviews, regular operational reviews, and serve as the primary point of contact for their specified customers. The ideal candidate will be customer-focused, technically skilled, possess exceptional communication skills, and have a drive to provide an exceptional experience.
Responsibilities:
- Provide technical support to paying Premium Support accounts via phone, email, and chat
- Lead weekly case reviews to align on priorities, identify issues with high impact on the customer’s business, provide real-time updates, deepen the customer relationship with Docebo
- Serve as the primary technical point of contact for their customer accounts, ensuring their needs are met and their expectations exceeded
- Collaborate with cross-functional teams to identify and resolve customer issues
- Maintain accurate documentation of customer environments, interactions, issues, and resolutions
- Report detailed upsell opportunities to internal teams
- Troubleshooting software application issues to determine technical root cause and propose remedies, escalating to our Product team when necessary.
- Working with Product and Support Management on new product/feature roll-outs
- Manage customer issues to resolution while mitigating escalations
- Own and drive renewals of Premium Support for customers in portfolio
Requirements:
- 5+ years of experience in SaaS technical support or a related field
- Proven ability to lead and manage technical support cases to resolution
- Strong technical skills with experience in troubleshooting complex technical issues
- Excellent communication skills with the ability to communicate technical information to both technical and non-technical customers
- Experience with APIs
- Ability to work independently and in a team environment
- Strong problem-solving skills with the ability to think critically and creatively
- Experience with SaaS support tools such as Zendesk, Salesforce, and JIRA
- Added bonus if you have Sales or Renewal experience
- Bachelor's degree in Computer Science, Information Technology or a related field
- Ability to travel up to 30% of the time
Hybrid Office Model 🏢
We believe when people are together, they develop deeper relationships and accelerate innovation. 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. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.
About Docebo 💙
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. We have successfully achieved 2 IPOs (
TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.
Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do - Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. Apply today!
Docebo is an Equal Employment Opportunity employer. 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.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.
