Remote Software Support Specialist - Bilingual FR/EN

Diabolocom; Paris; Hybride; EUR 38 000 - 52 000; Plein temps

Avantages offerts par ce poste

Remote-friendly

Lunch vouchers

Paris office near Opera Garnier

Team-building trips

Onboarding program

Résumé du poste

Diabolocom is seeking a Software Support Specialist to join the Support division in Paris. You will handle level 1-2 tickets, analyze logs, and collaborate with Product and Tech teams to resolve issues, while delivering excellent customer service in French and English.

Remote-friendly and collaborative culture with onboarding and cross-functional exposure. Join a fast-paced team focused on customer success, with opportunities to grow as you deepen technical troubleshooting and communication

Qualifications

• Excellent verbal and written communication in French and English
• Strong customer service orientation
• Ability to analyze and triage tickets

Responsabilités

• Handle support tickets at level 1 and 2 (email, phone, ticketing tool)
• Analyze, classify and prioritize tickets methodically
• Resolve standard cases with templates or FAQ
• Analyze technical tickets using logs, DB and diagnostic tools
• Escalate issues to tech teams when needed
• Follow up on resolutions with clients in sync with Product and Tech teams
• Share knowledge with the team

Connaissances

Service mindset

Autonomy

Bilingual FR/EN

Outils

Freshdesk

Homer

PuTTY

Pagent

Description du poste

Diabolocom is seeking a Software Support Specialist to join the Support division in Paris. You will handle level 1-2 tickets, analyze logs, and collaborate with Product and Tech teams to resolve issues, while delivering excellent customer service in French and English.

Remote-friendly and collaborative culture with onboarding and cross-functional exposure. Join a fast-paced team focused on customer success, with opportunities to grow as you deepen technical troubleshooting and communication