Technical Support Analyst

Overview

The Technical Support Analyst serves as a Docebo product expert and the first point of contact for customer issues and inquiries. This role ensures customer satisfaction by addressing technical concerns, troubleshooting issues, and helping clients maximize the system’s potential. The analyst provides prompt and accurate support through various communication channels, ensuring customers have their questions answered and their technical issues resolved efficiently.

Responsibilities

• Address customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systems
• Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause
• Take appropriate actions to resolve customer issues quickly and escalate when necessary
• Conduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per day
• Fol...