Support & Customer Success Lead

Diabolocom; Paris; Hybride; EUR 36 000 - 55 000; Plein temps

Avantages offerts par ce poste

Remote friendly

Lunch vouchers Swile card

On-site Paris office

Résumé du poste

Diabolocom is seeking a Software Support Specialist to join its agile Support division in Paris. You will handle level 1–2 tickets, diagnose issues, and coordinate with Product and Tech teams to deliver swift resolutions for a global client base.

The role requires excellent French and English communication, curiosity, autonomy, and a strong sense of service. Remote-friendly options and a multicultural environment are offered.

Qualifications

• Great sense of service.
• Curiosity and autonomy.
• Excellent oral and written communication skills in French and in English.
• Fluency in German, Spanish or Italian is advantageous.
• Knowledge of web technologies (Browsers and development tools, SQL, JSON/Rest, HTML/Javascript, programming language, …).

Responsabilités

• 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!

Connaissances

Customer service

Curiosity

Autonomy

French-English communication

Outils

Zendesk

Clickup

Homer

Putty

Pagent

Description du poste

Diabolocom is seeking a Software Support Specialist to join its agile Support division in Paris. You will handle level 1–2 tickets, diagnose issues, and coordinate with Product and Tech teams to deliver swift resolutions for a global client base.

The role requires excellent French and English communication, curiosity, autonomy, and a strong sense of service. Remote-friendly options and a multicultural environment are offered.