Premium Support Advisor

Job description

Artificial Intelligence. Actual Impact. At Docebo, 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 Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo 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. 🚀 THE ADVENTURE AHEAD The role of the Premium Support Advisor is crucial in ensuring that our Premium Support customers enjoy a seamless, top-tier experience with our products. You will play a key role in elevating customer satisfaction by proactively addressing technical issues, analyzing support trends, and providing highly tailored support services. By blending technical expertise with a passionate commitment to customer advocacy, you will ensure that client needs are not only met but entirely anticipated as we continuously enhance service delivery. 💻 THE DAY-TO-DAY - Deliver VIP Experiences: Serve on our Premium Support team to provide an incredibly valuable customer experience to Premier, Advantage, and Essential accounts, ensuring the successful delivery of Premium Support offerings. - Collaborate for Success: Partner closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership teams to maximize customer satisfaction and retention. - Resolve & Optimize: Serve as the primary support contact for assigned clients, conduct ticket reviews to identify trends, manage issues through to resolution, and effectively address escalations based on urgency. - Communicate Across Channels: Provide dynamic, multi-channel technical support via phone, video, email, and chat, ensuring seamless adaptability to client communication preferences. - Champion Client Needs: Advocate for the business needs of Premium clients, strive to exceed customer expectations, and collaborate with Product and Support Management on the rollout of new features by sharing valuable client insights. - Investigate & Escalate: Diagnose complex software application issues to determine root causes, propose appropriate solutions, and confidently escalate concerns to the Product team when necessary. - Document with Precision: Maintain meticulous documentation of customer environments, interactions, and troubleshooting processes to facilitate vital knowledge sharing and enhance response effectiveness. 🦸 YOUR SUPERPOWERS - Customer-Obsessed Mindset: Exhibit strong customer-centered behaviors with exceptional verbal and written communication skills to effectively convey technical information and engage technical and non-technical stakeholders alike. - Technical Troubleshooting Guru: Demonstrate a strong technical aptitude with a minimum of 3.5 years of experience in SaaS technical support or a related field to conquer and troubleshoot complex software applications. - Autonomous Problem Solver: Showcase a proactive approach, critical thinking skills, and a demonstrated ability to autonomously lead technical support requests to innovative resolutions. - Tech Stack Navigator: Utilize your proficiency in SaaS support tools such as Zendesk, Salesforce, Slack, and JIRA to streamline workflows and deliver rapid solutions. - Collaborative Team Player: Bring a self-starter mindset and collaborative nature to work effectively both independently and as part of a cohesive, inclusive team. - Educated Professional: Possess a Bachelor's degree in Computer Science, Information Technology, or a related field (or bring equivalent, hard-earned professional experience to the table) OUR HYBRID WORK PHILOSOPHY 🤝 Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing. OUR TOTAL REWARDS PHILOSOPHY 🎉 Our Total Rewards Philosophy centers around three core areas to reward and care for our People: - Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success. - Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being. - Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul. OUR PROMISE TO YOU 😍 - Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package. - Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it. - Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off! - Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025! - Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long. ABOUT DOCEBO 💙 At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs (TSX: DCBO & NASDAQ: DCBO https://www.docebo.inc/home/default.aspx), been recognized as a top SaaS e-learning solution, and are growing exponentially in the process. We're a global company, with office across North America, EMEA, APAC, and beyond. Our team is guided by five core values—Grow Together Win Together, Build with Our Customer, Clear is Kind, Own Outcomes, Progress Over Perfection—that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world. Docebo is an Equal Employment Opportunity employer https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law. As a federal contractor, Docebo is committed to the principles of affirmative action and equal employment opportunity for protected veterans and individuals with disabilities. Docebo does not discriminate because of protected veteran status or on the basis of disability, and Docebo takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities. Any individuals requiring a reasonable accommodation or would like to voluntarily disclose a disability or protected veteran status to assist with their employment application should send an e-mail to recruiting_accommodations@docebo.com. 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