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.
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
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