Software Support
Diabolocom

Diabolocom

Software Support

  • CDI 
  • Paris, 75009
  • Éducation : Non spécifié
  • Expérience : Non spécifié

L'entreprise

Diabolocom

Diabolocom

  • Logiciels, IT / Digital, SaaS / Cloud Services, Electronique / Télécommunications
  • Entre 50 et 250 salariés

Le poste

Software Support

  • CDI 
  • Paris, 75009

  • Éducation : Non spécifié
  • Expérience : Non spécifié

Who are they?

Diabolocom offers an omnichannel customer interaction management solution in the cloud for customer service and sales teams.

Thanks to its fast-to-deploy, intuitive interface, and local business support, Diabolocom enables companies to offer superior customer experience and improve their operational efficiency.

Diabolocom helps 350+ companies in their digital transformation, from its offices in Paris, Berlin, London, Madrid and Milan.

Diabolocom
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Job description

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.

Customer success stories: Carrefour, ManoMano, Groupe Seloger, Meilleurtaux.com, Essilor, Solocal, Younited Credit, Wonderbox, papernest...

We have offices in Paris, Berlin, London, Barcelona, Milan and Sao Paulo and serve clients across the five continents thanks to our private cloud located in datacenters around Europe and built on our own voice and Internet networks

Our HQ is based in the very center of Paris and the team includes people from more than 15 nationalities.

Diabolocom is successful in its market and growing fast, and we are actively looking for new talents to reinforce our teams.

About us:

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.

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!

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 or visio with Jade, our Talent Acquisition Manager

Technical exercice

Visio with Marwa, our Head of Support

On-site interview with David, our COO

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.

Diabolocom
Diabolocom

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