Software Support Specialist

Diabolocom empowers organizations worldwide to build brand loyalty and drive sales growth worldwide.

Our innovative cloud-based solution leverages AI technologies to optimize contact centers of medium to large sizes, enabling efficient management of customer interactions across all communication channels.

As a telecom operator, we ensure premium voice quality, efficient handling of high call volumes, and provide phone numbers worldwide.

Our comprehensive range of AI services, developed exclusively for customer relations, elevates data quality and automates tasks using our unique, proprietary technology. Integrated into our cloud contact center solutions, these services are accessible via APIs in various languages.

We empower Customer Service and Sales teams to effectively handle all inbound and outbound interactions thanks to our state-of-the-art dialer. Our solution seamlessly integrates with leading CRMs and offers real-time monitoring and analytics capabilities.

Diabolocom, with offices across Europe, the USA, Brazil, and the UAE, proudly serves 350+ clients, with agents operating from 60+ countries.

First things first: what is this role about?

At Diabolocom we believe that no one is better suited than the Support team to talk about this role. We asked our team to describe what their day-to-day is really like, and here is a short version of what they said: “This isn’t a typical Support Specialist role!”

The Support team is a small fast-paced group at the heart of Diabolocom. Our solution is rich and reaching proficiency takes time. Each client the team talks to has a unique problem to solve that requires comprehension, troubleshooting skills, methodical thinking, and good communication skills. There is no daily routine. Customer relationship is essential for us and we will take care of you as well as you will take care of our clients!

As a Software Support Specialist, you will join the Support division and you will work in collaboration with Marwa, Head of Support and alongside Ahmed, Sofien, and Thomas.

Your missions:

1. Handling of support tickets at level 2 and level 3 (by phone and ticketing tool)
2. Analysis, classification, and prioritization of tickets through a methodical approach
3. Direct resolution of classic cases (templated responses, redirection to FAQ)
4. Analysis of technical tickets through available logs, database, and diagnostic tools
5. Collaboration with technical teams (Software Engineering, DevOps, and Project Management)
6. Resolution follow-up with clients, in sync with the Product and Tech teams
7. Maintenance of our knowledge base and documentation
8. Because sharing is caring, we expect you to share your knowledge with your team!
9. Our stack: Freshdesk, Jira, Homer, Putty, Pagent

Qualifications:

1. Proven experience in a customer support role, preferably in the software or technology sector.
2. Practical knowledge of ticket management tools and CRM systems.
3. Great sense of service
4. Curiosity and autonomy
5. Excellent oral and written communication skills in French and in English
6. Bachelor's degree in business management, computer science, or a related field, or equivalent experience.

Big plus:

1. Fluency in German, Spanish, or Italian
2. Knowledge of web technologies (Browsers and development tools, SQL, JSON/Rest, HTML/Javascript, programming language, …)

Wait a second! Life’s a two-way road!

First, here are some of the things our team members enjoy, including:

1. Working in a stimulating environment with a mix between interpersonal capacities and technical ones
2. Having a job that makes sense in a proactive and friendly team
3. Being part of a team where everyone has a voice and can have an impact
4. Using a variety of tools such as Freshdesk, Jira, Putty, Pagent…

Also, here is another list of what you’ll enjoy at Diabolocom:

1. You’ll have a three-week onboarding to get to know our product, our teams, and our culture!
2. You’ll have the chance to work in a multicultural environment
3. You’ll have first choice IT equipment
4. Our office is based right in the heart of Paris, 100 meters from the Opera Garnier!
5. Team building events: Athens, Meribel, Ibiza, Porquerolles… what’s next? ????
6. Be part of a company at a key moment of its growth, with lots of opportunities ????
7. You’ll be lucky to join a team that is big enough to thrive but also small enough to actually have an impact on the success of the organization!

Does this opportunity appeal to you?

Let’s talk! We are curious people and can’t wait to meet you!

Recruitment process

1. Call or visio with a Talent Acquisition Manager
2. Use Case
3. Visio with Marwa, our Head of Support
4. On-site interview with David, our COO

At Diabolocom, diversity and inclusion are in our DNA. All qualified applicants will receive equal consideration for employment without regard to color, language, religion, sex, sexual orientation, gender identity, national or social origin, opinion disability, age.