Software Support Specialist LV2

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

About Diabolocom

Diabolocom enables organizations worldwide to build brand loyalty and drive sales growth through its cloud-based contact center platform. Our solution leverages AI-driven technologies to optimize customer experience across all communication channels.

We provide seamless management of inbound and outbound interactions, premium voice quality, real-time analytics, and global scalability. Our platform integrates with leading CRMs and offers a wide range of APIs and services in multiple languages.

With offices across Europe, the USA, Brazil, and the UAE, and more than 350 clients operating in over 60 countries, we are continuously growing and strengthening our engineering teams.

About the 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 relationships are 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 Thomas, Head of Support and alongside technical teams.

Your missions:

• Handling of support tickets at level 1 and 2 (by email, phone, ticketing tool)
• Analysis, classification and prioritization of tickets through a methodical approach
• Direct resolution of classic cases (templated responses, redirection to FAQ)
• Analysis of technical tickets through available logs, database, and diagnostic tools
• Escalation of qualified issues to tech teams when necessary
• Resolution follow-up with clients, in sync with the Product and Tech teams
• Because sharing is caring, we expect you to share your knowledge with your team!

You demonstrate the following skills:

• Great sense of service
• Curiosity and autonomy
• Excellent oral and written communication skills in French and in English

Valuable assets:

• Fluency in German, Spanish or Italian
• 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:

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

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

• You’ll have a three-week onboarding to get to know our product, our teams and our culture!
• You’ll have the chance to work in a multicultural environment with colleagues coming from 5 different countries and 10 different nationalities
• You’ll have first choice IT equipment
• Remote friendly: up to 2 days per week or full remote as an option
• Our office is based right in the heart of Paris, 100 meters from the Opera Garnier!
• Lunch vouchers: Swile card
• Team building events : Athens, Meribel, Ibiza, Porquerolles, Italy… what’s next?
• Be part of a company at a key moment of its growth, with lots of opportunities
• 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 organisation!

Recruitment process

• Video call with a recruiter
• Video with Thomas, our Head of Support (1h)
• On-site interview with the team and Constance, our COO (1,5h in total)

As part of our hiring process, please note that any employment offer or service provider offer will be subject to a background check, including verification of your identity, educational credentials, and previous employment history.