Docebo is hiring a
Senior Premium Support Advisor

Summary

Join Docebo, a fast-growing SaaS company, as a Senior Premium Support Advisor. Provide world-class customer support to premium customers, lead weekly case reviews, and serve as the primary point of contact for specified customers. Ideal candidate should have 5+ years of experience in SaaS technical support or a related field, strong technical skills, excellent communication skills, and the ability to work independently and in a team environment.

Requirements

• 5+ years of experience in SaaS technical support or a related field
• Proven ability to lead and manage technical support cases to resolution
• Strong technical skills with experience in troubleshooting complex technical issues
• Excellent communication skills with the ability to communicate technical information to both technical and non-technical customers
• Experience with APIs
• Ability to work independently and in a team environment
• Strong problem-solving skills with the ability to think critically and creatively
• Experience with SaaS support tools such as Zendesk, Salesforce, and JIRA
• Bachelor's degree in Computer Science, Information Technology or a related field
• Ability to travel up to 30% of the time

Responsibilities

• Provide technical support to paying Premium Support accounts via phone, email, and chat
• Lead weekly case reviews to align on priorities, identify issues with high impact on the customer’s business, provide real-time updates, deepen the customer relationship with Docebo
• Serve as the primary technical point of contact for their customer accounts, ensuring their needs are met and their expectations exceeded
• Collaborate with cross-functional teams to identify and resolve customer issues
• Maintain accurate documentation of customer environments, interactions, issues, and resolutions
• Report detailed upsell opportunities to internal teams
• Troubleshoot software application issues to determine technical root cause and propose remedies, escalating to our Product team when necessary
• Working with Product and Support Management on new product/feature roll-outs
• Manage customer issues to resolution while mitigating escalations
• Own and drive renewals of Premium Support for customers in portfolio

Benefits

Hybrid Office Model - Encourages in-person collaboration while supporting work-from-home when employees need dedicated focus time