Technical Support Analyst

Hey you! 👋  Want to work for one of the fastest growing SaaS companies in the world? 📈 We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training 💻 We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

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So what are you waiting for? Apply today! Join 800+ global Docebians and change the way people learn. 

Are you ready to be a part of the learning revolution? 🚀

About This Opportunity:

As a Technical Support Analyst,  you can be the game changer in a customer’s day. You will be helping with technical issues or answering questions that help clients utilise their system to the fullest potential. It is your job to ensure our customers have their questions answered, their system up and running, or their technical concerns alleviated.

Please note our Support team works according to schedules, the final schedule will be assigned after the initial training period, work time can be between 7am and 8pm, this role will also include Periodic Weekend On Call Coverage including but not limited to monitoring for urgent client tickets and actioning in alignment with response time and escalation standards.

As a Technical Support Analyst, some of your responsibilities may include:

• Answering incoming customer phone calls, chats,  or tickets, asking questions and gathering information to quickly resolve issues. Following up with customers in a timely manner.
• Researching a technical issue using your troubleshooting skills and/or escalating to another technical team member.
• Having meaningful conversations with customers to manage their expectations on response and resolution times.

Bonus Points for:

• Having the ability to learn and communicate software-related and technical concepts to customers
• You love talking to people and being as helpful as possible
• Having previous technical support experience working within SaaS or fast paced support organizations.

Who fits our team well?

• You have a “call the customer” mentality when resolving technical customer issues
• You enjoy the hustle and bustle of a fast paced environment.
• You are an “owner of your work” and continuously try to improve every day.
• You are confident and love sharing success with your team.

Essential Job Functions;

• Must be fluent in English
• Ability to conduct phone, chat, or email conversations within a highly technical environment up to 6 hours per day
• Ability to read and comprehend complex technical material
• Ability to remain seated or relatively sedentary for long periods of time
• Reference various resource materials while simultaneously interacting with customers on the phone
• Consistent attendance and punctuality in line with the expectations of a contact center environment
• Possess positive, professional interpersonal skills
• Ability to perform a broad variety of duties and responsibilities with accuracy and speed and successfully meet time-sensitive deadlines
• Ability to consistently achieve the established performance metrics for the role