Software Support Specialist (Hybrid Remote Policy)

Paris /
Customer Operations – Software Support /
/ Hybrid

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 Specialist 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!

As a Software Support Specialist, you will join the Support division and you will work in collaboration with Marwa, Head of Support and alongside Ahmed and Thomas.

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 demonstrate 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 a three-week onboarding to get to know our product, our teams and our culture!
- You’ll have the chance to work in a multicultural environment with colleagues coming from 5 different countries and 10 different nationalities 🇨🇵 🇩🇪 🇪🇦 🇮🇹 🇬🇧
- You’ll have first choice IT equipment 
- Remote friendly: up to 2 days per week or full remote as an option
Our office is based right in the heart of Paris, 100 meters from the Opera Garnier!
- Lunch vouchers: Swile card
- Team building events : Athens, Meribel, Ibiza, Porquerolles… 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 organisation!

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

Recruitment process
- Video call with a recruiter
- Use Case
- Video 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.