At a Glance
- Tasks: Be the go-to expert for customers, solving technical issues and enhancing their learning experience.
- Company: Join Docebo, a leading AI-powered learning platform transforming workplace training.
- Benefits: Enjoy competitive pay, health benefits, flexible work, and generous time off.
- Other info: Work in a dynamic team with opportunities for growth and collaboration.
- Why this job: Make a real impact by helping users maximise their learning potential with innovative tech.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
The predicted salary is between 63000 - 77000 £ per year.
At Docebo, we’re using AI to change how people learn at work. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. Our 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.
As a Technical Support Analyst, you will serve as the ultimate Docebo product expert and the vital first point of contact for our customers. Your mission is to dive into technical inquiries, troubleshoot complex challenges, and empower clients to maximize the system’s full potential. By resolving issues efficiently and nurturing our inclusive, customer-first culture, you will directly impact our users' success and ensure every customer feels valued and respected.
The Day-to-Day
- Be the First Responder: Address customer inquiries and technical issues promptly across inbound/outbound calls, live chat, video, and ticketing systems.
- Play Detective: Troubleshoot complex technical issues by asking clarifying questions and gathering essential information to pinpoint the root cause.
- Drive Resolutions: Take appropriate, decisive action to resolve customer issues quickly, and smoothly elevate to senior technical staff when necessary.
- Master the Matrix: Seamlessly reference various resource materials while simultaneously interacting with customers and delivering prompt, accurate support.
- Communicate Clearly: Manage customer expectations by communicating realistic response and resolution times, and follow up in a timely manner to confirm full resolution.
- Stay Engaged: Conduct technical conversations via phone, chat, or email for up to 8 hours per day in a contact center environment.
- Keep the Rhythm: Adhere closely to set break and lunch schedules as determined by business and customer needs.
Your Superpowers
- Translate Tech to Human: Exhibit a strong ability to quickly learn and communicate software-related and complex technical concepts clearly to customers.
- Champion the Customer: Bring exceptional communication skills coupled with a proactive, problem-solving mindset and a genuine passion for helping customers.
- Thrive Under Pressure: Showcase a proven ability to work effectively and maintain professionalism in a fast-paced, high-pressure environment.
- Process Complex Info: Demonstrate the capacity to easily read and comprehend complex technical material.
- Radiate Confidence: Exude confidence in your abilities and bring a collaborative passion for contributing to the team's success.
- French Speaking: One of the two openings requires fluency in French to support our French-speaking customer base.
Bonus Points
- Industry Insider: Possess previous experience in technical support, which is highly desirable, especially within SaaS or fast-paced support organizations.
- LMS Guru: Have background experience working within Learning Management System (LMS) environments.
- Proven Track Record: Hold a proven ability to consistently manage customer expectations and deliver effective solutions.
Our Hybrid Work Philosophy
Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing.
Our Total Rewards Philosophy
We lead with competitive pay to reward the impact, skills and traits that fuel our success. We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being.
Our Promise to You
- Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.
- Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it.
- Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off!
- Family First: We provide coverage offering you time with your little one(s).
- Connections That Count: Connect with global communities through our Employee Resource Groups and company-wide events.
At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We're a global company, with offices across North America, EMEA, APAC, and beyond. Our team is guided by five core values that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world.
Technical Support Analyst, Tier 1 (UK) employer: Docebo
Docebo is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture that fosters innovation and collaboration. With the flexibility of a remote position, employees can enjoy a healthy work-life balance while engaging in meaningful work that drives client success across North America and EMEA. The company also provides comprehensive benefits and opportunities for professional advancement, making it an attractive choice for those looking to thrive in the AI-driven landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst, Tier 1 (UK)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Docebo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Docebo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Analyst, Tier 1 (UK)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Docebo:Your cover letter is your chance to shine! Tell us why you want to work at Docebo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Docebo!
How to prepare for a job interview at Docebo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
