The Product Support Specialist is an integral part of the L&S Team. Supporting our customers and ultimately our end-users, this team member is tenacious and disciplined about delivering timely, delightful service. Having a passion for solutions, this position requires effective prioritization and communication to ensure the customers’ needs are met. We’re looking for an individual who wants to become part of a growing company and is excited about putting their full effort into delighting customers. By joining this team you agree to learn a ton, and to join a family of highly motivated individuals who look at customer success as their daily driving criteria and key performance indicator.

Location: Athens, USA (remote OK)

Reports to: Learning and Support Team Leader

This position includes shift & weekend work responsibilities on a rotational basis.

You will:

  • Manage & resolve incoming tickets coming from multiple channels dealing with issues related to product feature usage / functionality and configuration
  • Provide product support for Docebo’s software via Zendesk ticketing system, Zoom, email and phone.
  • Be able to troubleshoot and quickly assess severity and impact of customer issues
  • Perform troubleshooting work using all available resources including training, documentation, knowledge base, troubleshooting guides, forums, configuration and log files to diagnose, document, and resolve customer issues within SLAs
  • Work to identify workarounds to mitigate customer disruption in situations where immediate resolution not possible
  • Coordinate work effort through rigorous prioritization
  • Communicate gaps and challenges (Product/Process) to aid in improvement opportunities
  • Become a subject matter expert on usage, configuration and setup in product feature/functionality areas
  • Continually document expertise & findings, generating high quality content to supplement the existing Docebo knowledge base, helping customers avoid issues
  • Care for your customers as if every customer was a friend in need.
  • Help clients by caring about their success, and work across the different internal Docebo groups to help drive our customers’ success
  • Proactively provide updates to customers on open tickets/cases because you care and want to progress those to resolution as quickly as possible, not just because you have to meet an SLA
  • Be curious, ask, learn by internal coaching, study all the documentation that we have available and become an expert at what we do and how best to support that
  • Deliver professional Administrator training
  • Fix problems through a Consulting and Education-driven approach

You have:

  • BA/BS or equivalent experience
  • A passion for modern technologies / internet related technologies
  • A natural inclination towards problem solving
  • 2+ years of experience working with SAAS environment in a technical implementation or support environment
  • Excellent documentation and communication competency necessary
    • Clear & effective communication in English – fluency in other Languages (particularly French, Spanish, German) a plus
  • Experience in Helpdesk or similar past roles are a plus
  • Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an ongoing basis
  • Knowledge of the HR Technologies & E-Learning markets is a plus
  • Experience with one or more of the following beneficial:
    HTML/CSS, E-Learning content development standards (SCORM/TinCan), REST APIs
  • Zendesk ticketing system experience is an asset
  • Passion for talking directly with the customer
  • Ability to balance workload and prioritize effectively
  • Creative solution-based mindset
  • Flexibility to travel if required