Who we are:
Diabolocom is a Cloud solution provider for customer engagement management (sales, customer service and contact centers) across all channels (voice, email, chat, social networks, bots, sms, video).
Diabolocom creates the difference in the market with its fast implementation, intuitive interfaces, fully integrated with the market’s major CRMs, and local business support, and gives its customers the opportunity to offer reference customer experiences and improve their operational performance.
Diabolocom helps 250+ companies located in 20 countries embrace their digital transformation, amongst: Engie, Total, Air Liquide, Essilor, Smartbox, Wonderbox, Coyote, Photobox, Galeries Lafayette, Decathlon, Carrefour, AG2R La Mondiale, Bonduelle, Webhelp, Teleperformance…

Job description:
In order to accelerate our growth, we are looking for a Support Representative based in Paris. You will be responsible for supporting our customers in the use of our solution:

  • Management of support tickets at level 1 and 2 (by email, phone, ticketing tool)
  • Qualification and analysis of incidents raised by customers
  • Direct resolution of tickets whenever possible
  • Escalation of issues to the Project and Technical teams for level 3 handling
  • Maintenance of our knowledge base
  • Training of our customers

Preferred experience:
  • ?Knowledge of fundamental concepts of web technologies (HMTL, Javascript, CSS, Web servers, Networks)
  • Experience with SQL querying
  • Proven ability to diagnose complex issues through a methodical approach
  • Curiosity and autonomy
  • Great sense of service
  • Excellent oral and written communication skills in English and French

Big plus:
  • Deeper knowledge of web technologies (Browsers internals and development tools, JSON/Rest, HTML/Javascript, programming language)
  • Ideally a first experience in technical support and user assistance