We are papernest
Our ambition? To be the one and only platform to manage all the subscriptions with one single click.
Since our launch in 2015 we haven’t stopped growing: we are now 1000 employees, 1M customers, we work in 5 European markets and we have offices in Paris, Reims, Barcelona and Warsaw. We have doubled in size each year and we are determined to keep moving forward! In fact new markets are being launched as we speak !
We are proud to be part of the top 120 French tech startups for the third year in a row and we are convinced that all great success comes first and foremost from a great team. Here you can see more about our people!
For this challenge, we are recruiting our next voIP Technician!
Your missions:
a technical administrator,
You will become a master of Diabolocom software, be our telephony architect to answer complex business problems and owner of the telephony settings (such as configuration of user profiles, administration of 300+ phone numbers, implementation of inbound scenarios and outbound campaigns, design live wallboards to follow up production KPIs, managing the SalesForce integration…).You will take care of business telephony requests (as creation of new numbers)You will need to create and maintain up-to-date documentation.You will test Ensure new releases from Diabolocom are tested and deployed smoothly without regression or issues… an operations manager,
You will monitor some key telephony KPIs and processes like the callback creation, the call prioritization , the outbound reachability, the availability & Inbound Quality of Service, the status and wrap-up utilization…You will A/B test and iterate on outbound call strategies to optimize the reachability.You will be close to production to identify best and bad practices, quick wins and optimize existing processes.You will lead the change management when implementing new processes, that includes building training materials and delivering training.You will explore new features with stakeholders (like operations manager, marketing and key account manager, data analysts…), write specifications (using Jira ticket) for the Tech team and follow up the developments until deployment in production.…and a production support
You will have to maintain an available service near 100% of time and ensure there is no service outage due to internal settings errors.You will provide quick and sustainable solutions to operational or technical problems on a daily basis. In some cases you will need to report and follow-up the issues directly with Diabolocom.
Your profile:
Good technical background on Telephony (knowledge on IT support is a plus)Analytical skills and knowledge of Telephony KPIs (Outbound Reachability, Inbound Quality of Service, Service Level Agreement 30min…)Understand and rationalize complex problems, study processes, find pragmatic solutions, build action plansProject Management skillsExperience in a call center is a must !Training skills, ability to deliver trainings and write user guideKnowledge of API integration and programming language is a plus (JSON, SQL, Pyhton…)Knowledge of our CTI Diabolocom and our CRM SalesForceYou are fluent in English (min B2 level). An Advanced level of spanish or french is also preferred however not mandatory.Coordinator and team player, ability to communicate and work with very different teams (sales, marketing, operations, developers & Tech, software providers…)Curiosity and strong learning capacity (especially on Data and Tech tools)
Benefits:
Attractive remuneration :Competitive salaryStock options (BSPCE)24 days of paid holiday per yearSanitas health insurance covered at 50% by papernest after 6 months of seniorityGreat working conditionsIncredible offices in Barcelona, in the heart of 22@, 5 minutes from Poblenou beach! Remote work possible 2 days a week (including Monday and Friday)Brilliant colleagues and international environmentRegular events and team buildingGreat professional challenges and ambitious development prospects
Selection process:
HR interviewSales Operations Manager interviewBusiness Case
If this is your challenge, don't miss it!
We look forward to meeting you, no matter your gender, race, age, religion, disability, or sexual orientation. Our selection processes and workplace are inclusive and adapted for everyone, diversity is an asset in our teams!
