Support manager Level 2

About Diabolocom Diabolocom enables organizations worldwide to build brand loyalty and drive sales growth through its cloud-based contact center platform. Our solution leverages AI-driven technologies to optimize customer experience across all communication channels. We provide seamless management of inbound and outbound interactions, premium voice quality, real-time analytics, and global scalability. Our platform integrates with leading CRMs and offers a wide range of APIs and services in multiple languages. With offices across Europe, the USA, Brazil, and the UAE, and more than 350 clients operating in over 60 countries, we are continuously growing and strengthening our engineering teams. About the 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 relationships are 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 Thomas, Head of Support and alongside technical teams. 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) - Analysis of technical tickets through available logs, database, and diagnostic tools - Escalation of qualified issues to tech teams when necessary - Resolution follow-up with clients, in sync with the Product and Tech teams - Because sharing is caring, we expect you to share your knowledge with your team! Our stack: Zendesk,Clickup, 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 Valuable assets: 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, Homer, 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, Italy… 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! Recruitment process - Video call with a recruiter - Video with Thomas, our Head of Support (1h) - On-site interview with the team and Constance, our COO (1,5h in total) Interested in joining us? We’d love to hear from you and learn more about you! Application questions Please answer a few application questions. Applications without answers will not be considered. As part of our hiring process, please note that any employment offer or service provider offer will be subject to a background check, including verification of your identity, educational credentials, and previous employment history.