Technical Customer Support - Paris, France
Diabolocom

Diabolocom

Technical Customer Support - Paris, France

  • Permanent contract 
  • Paris
  • Partial remote authorized
  • 3 years of college
  • > 1 year

The company

Diabolocom

Diabolocom

  • Software, IT / Digital, SaaS / Cloud Services, Electronics / Telecommunications
  • From 50 to 250 employees

The job

Technical Customer Support - Paris, France

  • Permanent contract 
  • Paris
  • Partial remote authorized
  • 3 years of college
  • > 1 year

Who are they?

Diabolocom develops and operates a cutting-edge cloud platform used by renowned brands to manage interactions with their customers and prospects across all channels (voice, email, chat, social networks, sms).

Our solution is recognized on the market for its ability to integrate seamlessly with IT systems, including major CRM software, thanks to its open architecture and web services. On top of rich business-oriented user interfaces, we provide APIs and toolkits that allow our customers to build automations and implement advanced workflows around customer interaction. This is what we call Augmented Customer Interaction.

We have offices in Paris, Berlin, London, Madrid and Milan and serve clients across five continents thanks to our private cloud located in datacenters around Europe and built on our own voice and Internet networks. We also run operations for our clients in the US, South America, Africa and Asia by deploying our solutions on Amazon AWS and Google platforms.

Diabolocom
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Job description

First things first: what is this role about?
At Diabolocom we believe that no one is better suited than the Support team to talk about this role. We asked our team to describe us what their day-to-day is really like, and here is a short version of what they said.

This isn’t a typical support 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 relationship is essential for us and we will take care of you as well as you will take care of our clients!

Our clients: we work with more than 350 clients in different sectors: retail, healthcare, real estate, industry, …
We have a lot of clients but each relationship with them is unique!
They trust us: ManoMano, Groupe Seloger, Carrefour, Air Liquide, Solocal, Groupe BPCE (Natixis), Meilleurtaux.com, Younited Credit, …

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)
  • Pre-analysis of technical tickets through available logs, database, and diagnostic tools
  • Escalation of qualified issues to level 3 when necessary
  • Resolution follow-up with clients, in sync with the Product and Tech teams
  • Maintenance of our knowledge base and documentation
  • Because sharing is caring, we expect you to share your knowledge with your team!

Our stack: Freshdesk, Jira, Homer, Putty, Pagent

You’ll have a three-week onboarding to get to know our product, our teams and our culture!

Preferred experience

You show off the following skills:

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

Big plus:

  • 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, Jira, Putty, Pagent…

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

  • You’ll have the chance to work in a multicultural environment with colleagues coming from 5 different countries 🇨🇵 🇩🇪 🇪🇦 🇮🇹 🇬🇧
  • You’ll have the choice for your daily equipment (Mac or PC, Android or iPhone, …)
  • Our offices are based right in the heart of Paris, 100 meters from the Opera Garnier!
  • Remote working up to 2 days a week
  • Team building events : Athens, Meribel, Ibiza… 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 organization!

Does this opportunity appeal to you?
Let’s talk! We are curious people and can’t wait to meet you!

Recruitment process

  • Call with Inès or Jade, our Talent Acquisition Manager
  • Technical exercice
  • Visio with Marwa, our Head of Support
  • On-site interview with David, our COO
Diabolocom

Diabolocom

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