Job Specifications
Artificial Intelligence. Actual Impact.
At Docebo, AI isn't just a buzzword -- it's how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time-saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower).
We're building the future of learning, and we're doing it with a team that loves to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people -- not just in theory -- you're in the right place.
Still thinking it over? At Docebo, values aren't just posters on the wall -- they show up in how we work every day. We lead with what we call the Docebo Heart: we trust each other, assume positive intent, and make space for the differences that make our team stronger.
So... what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn.
About This Opportunity:
The role of the Premium Support Advisor is crucial in ensuring that our Premium Support customers enjoy a seamless experience with our products. As the dedicated point of contact for Advantage level accounts, the Premium Support Advisor will play a key role in elevating customer satisfaction by proactively addressing technical issues and providing tailored support services. This role involves collaboration with various internal teams to deliver timely and effective solutions while fostering strong relationships with clients.
In addition to technical support, the Premium Support Advisor will analyze support trends and customer feedback to enhance service delivery continuously. This position requires a blend of technical expertise, excellent communication skills, and a commitment to customer advocacy to ensure that client needs are not only met but anticipated.
We are currently hiring for four shift schedules:
Monday - Friday | 9:00 AM - 6:00 PM EST
One weekend day (Sunday or Saturday) + four weekdays | 8:00 AM - 5:00 PM EST
Both weekend days (Saturday and Sunday) + three weekdays | 11:00 PM - 8:00 AM EST
Tuesday - Saturday | 4:00 PM - 1:00 AM EST
Primary Responsibilities, including but not limited to:
Serve as the primary Support contact for Premier, Advantage, and Essential Premium Support accounts; provide rollover support for Elite accounts as needed, ensuring consistent communication and assistance
Collaborate closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership teams to maximize customer satisfaction and retention
Conduct monthly ticket reviews with assigned Premier accounts to enhance their support experience by identifying trends and ensuring swift resolution of issues
Provide multi-channel technical support to Premium Support customers via phone, video, email, and chat, ensuring adaptability to client communication preferences
Advocate for the business needs of Premium clients, ensuring timely case resolution while striving to exceed customer expectations in service delivery
Maintain meticulous documentation of customer environments, interactions, and troubleshooting processes to facilitate knowledge sharing and enhance response effectiveness
Ensure the successful delivery of Premium Support offerings, helping clients realize value and satisfaction from their investment
Diagnose software application issues to determine root causes and propose appropriate solutions, escalating concerns to the Product team when necessary
Collaborate with Product and Support Management teams on the introduction and rollout of new product features, providing client insights and feedback
Manage customer issues through to resolution, effectively addressing escalations and prioritizing workload based on urgency and customer impact
What it takes to be successful:
Successful candidates will exhibit strong customer-centered behaviors, technical proficiency, and a proactive approach to problem-solving.
Exceptional communication skills are essential, enabling the Premium Support Advisor to effectively engage with technical and non-technical stakeholders.
A self-starter mindset and collaborative nature will enhance their ability to work with diverse teams, while critical thinking skills will empower them to find innovative solutions to complex challenges
Education and Experience:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience)
Minimum of 3.5 years of experience in SaaS technical support or a related field
Demonstrated ability to autonomously lead technical support requests to resolution
Required Skills:
Strong technical aptitude with experience troubleshooting complex software applications
Proficiency in using SaaS support tools such as Zendesk, Salesforce, Slack, and JIRA
Excellent verbal and written communication skills with the capacity to convey technical
About the Company
Docebo is the world's most powerful learning platform, built for the business of learning. Docebo helps organizations around the world deliver scalable, personalized learning to customers, partners, and employees, driving productivity, engagement, revenue, and growth.
The Docebo platform is stable and intuitive, with innovative technology for content generation, automation, and analytics, along with the industry's most advanced AI capabilities. This enables businesses to create and manage content, effectively train diverse ...
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