Head of Technical Support

Job summary
Permanent contract
Paris
Salary: Not specified
A few days at home
Skills & expertise
Generated content
Project management
Leadership
Communication skills
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Diabolocom
Diabolocom

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Questions and answers about the job

The position

Job description

Diabolocom enables organizations worldwide to build brand loyalty and drive sales growth. Our innovative cloud-based solution leverages its proprietary 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, specifically designed for customer relations, elevates data quality and automates tasks. These services, fully integrated into our cloud contact center solutions, are also accessible through APIs in multiple 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.

About the role:

As the Head of Support at Diabolocom, your primary objective is to lead and coordinate all customer support activities. You will be tasked with ensuring our clients receive high-quality support that meets and exceeds their expectations in terms of responsiveness and quality of response. Leading a dedicated team of support professionals, you will ensure issues are

efficiently resolved and clients receive tailored assistance and guidance to meet their needs. You will also be responsible for continuously refining processes and ensuring effective communication with other departments to foster seamless collaboration and alignment across the organization. Finally, you will report to our COO.

Responsibilities:

Support Team Management:

- Assigning and supervising daily tasks of the team.

- Continuously evaluating both individual and team performance, and implementing targeted improvement plans to foster ongoing skill development.

Delivering High-Quality Customer Support:

-Responding to customer support inquiries within designated timeframes and in accordance with defined quality standards.

-Identifying trends and recurring customer support issues, and drafting internal and external documentation.

-Collaborating with other departments to address complex issues and ensure a seamless customer experience.

Supervision and Ticket Management:

-Supervising and tracking important tickets closely.

-Escalating issues to dedicated teams when necessary.

-Ensuring adherence to processing and response deadlines.

-Taking charge of urgent matters as needed.

Continuous Improvement of Support:

-Developing and implementing processes and procedures to enhance the effectiveness and quality of customer support.

-Monitoring key performance indicators (KPIs) related to customer support and proposing corrective actions as needed.

-Contributing to product evolution by providing customer feedback to the product team.

-Being proactive in suggesting tools and new features

Communication and Collaboration:

-Ensuring clear and transparent communication with both clients and other departments within the company.

-Collaborating with operation teams to align objectives and enhance the overall customer experience.

Qualifications:

-Proven experience in a customer support management role, preferably in the software or technology sector.

-Knowledge of the telecommunications industry.

-Demonstrated leadership skills, with the ability to motivate and develop the team.

-Excellent written and verbal communication skills, with the ability to effectively address issues and handle difficult situations, all while maintaining an analytical mindset.

-Fluency in French and English

-Results-oriented, with a strong ability to prioritize and achieve set objectives.

-Practical knowledge of ticket management tools and CRM systems.

-Proficiency in English (additional languages are a plus).

-Bachelor's degree in business management, computer science, or a related field, or equivalent experience.

What You'll Enjoy at Diabolocom:

Direct interaction with clients from diverse sectors.

• An international working environment with English as the daily language.

• Full project management responsibility, from understanding client needs to implementing the solution.

• A three-week integration program.

• A multicultural team with colleagues from 5 countries and 10 nationalities.

• State-of-the-art computer equipment.

• Remote work policy (up to 2 days per week).

• Restaurant vouchers (Swile Card).

• Exciting team-building events in various locations: Ibiza, Porquerolles, Corsica...

• An impactful role in a company that values your contribution.

• The opportunity to join a growing company with many career prospects.

• A central location in Paris, near the Opera Garnier.

Recruitment Process:

-Call with a Talent Acquisition Manager

-Call with our COO

-Use Case

-Call with our Head of Support

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.

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