Support Manager - Remote-friendly Tech Support Lead

Diabolocom; Paris; Hybride; EUR 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Remote-friendly: up to 2 days/week

Paris office near Opera Garnier

Three-week onboarding

Multicultural team across Europe

Team building events

Résumé du poste

Diabolocom, a cloud-based contact center platform, is seeking a Software Support Specialist to join the Support division in Paris. You will work with the Head of Support and technical teams to resolve customer issues across channels, combining analytical problem-solving with clear communication.

The role emphasizes a proactive, collaborative mindset, with onboarding to our product and a multicultural team across Europe, the USA, Brazil, and the UAE. Remote-friendly scheduling is available.

Qualifications

• Excellent oral and written communication in French and English.
• Autonomy and curiosity in solving customer issues.
• Strong customer service mindset and professionalism.
• Experience using ticketing systems and basic diagnostic tools.

Responsabilités

• Handle support tickets at levels 1 and 2 via email, phone, and ticketing tool.
• Analyze, classify and prioritize tickets with a methodical approach.
• Resolve classic cases using templated responses and FAQ links.
• Analyze technical tickets through logs, DB, and diagnostic tools.
• Escalate qualified issues to technical teams when needed.
• Follow up on resolutions with clients in collaboration with Product/Tech teams.
• Share knowledge with the team to improve overall support quality.

Connaissances

Service orientation

Curiosity & autonomy

Fluent in English & French

German/Spanish/Italian (optional)

Outils

Freshdesk

Homer

Putty

Pagent

Description du poste

Diabolocom, a cloud-based contact center platform, is seeking a Software Support Specialist to join the Support division in Paris. You will work with the Head of Support and technical teams to resolve customer issues across channels, combining analytical problem-solving with clear communication.

The role emphasizes a proactive, collaborative mindset, with onboarding to our product and a multicultural team across Europe, the USA, Brazil, and the UAE. Remote-friendly scheduling is available.