Senior Premium Support Advisor - Spanish Speaking
Athens, Georgia / Atlanta, Georgia / Toronto, Ontario
Operations – Support /
Full Time /
Hybrid
As a Senior Premium Support Advisor (East Coast) on our Premium Support team at Docebo, this person will be responsible for providing world-class customer support to our Premium Support customers, ensuring that their needs are met and their expectations exceeded. The Senior Premium Support Advisor will lead weekly case reviews, regular operational reviews, and serve as the primary point of contact for their specified customers. The ideal candidate will be customer-focused, technically skilled, possess exceptional communication skills, and have a drive to provide an exceptional experience.
Key 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
- Troubleshooting 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
Requirements:
- Spanish language fluency a major plus
- Bachelor's degree in Computer Science, Information Technology or a related field
- 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
- 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
- Added bonus if you have Sales or Renewal experience
- Ability to travel up to 30% of the time
