This position is about supporting our customers on a first level help desk and making sure their problems regarding the daily usage of the SaaS Docebo software is properly and promptly taken care of while transferring key product knowledge to them.
Reports to: Learning and Support Team Leader
Possess a high level of empathy in addressing customer concerns.
View each and every customer issue as your own issue and take responsibility for owning full resolution.
Deal with customers from different countries every day;
Provide technical, software support for Docebo’s software via ticketing system and webinar sessions, email and phone;
Be able to troubleshoot and quickly assess severity and impact of customer issues;
Articulate necessary technical and non-technical information to customers in a simple, clear and concise manner;
Help clients by caring about their success, and work with the entire Success team;
Proactively provide updates to customers on open tickets/cases based on SLAs because you care about them, not because you have to go through a checklist;
Perform initial troubleshooting work using all available resources including training, documentation, knowledge base, troubleshooting guides, forums, configuration and log files;
Continually, generate and provide feedback on Docebo’s knowledge base;
Deliver online training to the customers about the LMS’s functionalities;
Work with a talented and multicultural team.
Superior communications skills and an excellent grasp of the English language
A strong desire to become a Docebo product expert.
BA/BS or equivalent experience;
A passion for modern technologies/internet related technologies;
A natural inclination towards problem-solving;
Experience in Helpdesk or Training capacity or similar past roles are a plus;
Knowledge of the HR technologies & eLearning markets is a plus;
General knowledge of programming languages;
Experience in E-Learning / Learning Management industry;
Experience with e-learning authoring tools.
Knowledge of IT networking basics.