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Technical Support Analyst
Docebo🇺🇸In-Person - Athens, GA$50K–$70K/yr9mo ago
Role Snapshot
Docebo is seeking a Technical Support Analyst to serve as a product expert and first point of contact for customer technical issues on their AI-driven learning platform. This role ensures customer satisfaction by promptly troubleshooting problems and helping clients maximize the system's potential.
Key Responsibilities: Address customer inquiries through multiple communication channels (calls, chat, video, tickets), troubleshoot technical issues by gathering information and identifying root causes, and escalate complex issues to senior staff when necessary. Follow up with customers to confirm resolution and manage expectations by communicating realistic response times.
Skills & Tools: Strong ability to quickly learn and communicate technical concepts clearly, exceptional communication and problem-solving skills, and proficiency in reading complex technical material. Experience in SaaS or fast-paced technical support environments with the capacity to thrive in high-pressure situations while maintaining professionalism.
Qualifications: Previous experience in technical support, particularly in SaaS or fast-paced support organizations, with a proactive, customer-first mindset. Ability to work in a contact center environment with consistent attendance and adherence to set schedules.
Location: Athens, Georgia
Compensation: $50K–$70K/yr