Premium Support Advisor, Docebo
+ Employee Share Purchase Plan
Multi-product learning suite
Be an early applicant
Multi-product learning suite
501-1000 employees
Be an early applicant
+ Employee Share Purchase Plan
501-1000 employees
Company mission
To redefine the way enterprises learn by applying new technologies to the traditional corporate learning management system market.
Role
Who you are
- 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
- 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
- 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
- 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 information to diverse audiences
- Ability to work both independently and as part of a cohesive team
What the job involves
- 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 role will 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
Our take
E-learning has become a huge sub-sector in the corporate training market. Driven by a growing trend of remote work and training, the global online e-learning market was approximately $315 billion in 2021 and is forecasted to grow considerably bigger - up to $450 billion by 2026.
Docebo is one of the key players in this industry, its easy-to-use, highly configurable and affordable learning platform has the end-to-end capabilities and critical functionality needed to train internal and external workforces, partners and customers. Bringing a broad range of learning materials together on one platform has created a highly scalable product that has become a market leader over the last decade.
Docebo's client base includes some of the world's biggest companies, such as Amazon, Walmart and Coca-Cola. The company's international expansion strategy has remained its primary focus, building offices worldwide, acquiring companies (such as Skillslive) and completing two successful IPOs.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2015
$3m
SERIES A
Feb 2012
$2.8m
SEED
Total funding: $6m
Company HQ
Fashion District, Toronto, ON
Leadership
Claudio Erba
(CEO)Former Product Manager for Selpress. Former Board Member VP at Rysto.
Share this job
View 16 more jobs at Docebo