Technical Support Analyst, Tier 1

Artificial Intelligence. Actual Impact.

At the company, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real 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.

The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At the company, our values aren’t just posters on the wall—they guide how we work every day.

We call it the the company Heart: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

As a Technical Support Analyst, you will serve as the ultimate the company 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.

Get ready to transform technical hurdles into seamless learning experiences in a fast-paced, highly rewarding environment.

• 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, remaining relatively sedentary while ensuring consistent attendance and punctuality.
• Keep the Rhythm:
  Adhere closely to set break and lunch schedules as determined by business and customer needs to keep our support operations running smoothly.

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 and bringing unique perspectives.
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