Junior Software Support Specialist

About Diabolocom

Diabolocom is a leading European provider of AI-first, cloud-based contact centre (CCaaS) and customer experience (CX) solutions that help companies deliver seamless, personalised customer experiences at scale. The platform combines proprietary, purpose-built AI technology for customer service, native telecom infrastructure, and deep CRM integrations to automate tasks, elevate data quality, and empower agents across all customer touchpoints.

Trusted by 400+ clients, with deployments across more than 60 countries in Europe, North America, South America, and the Middle East, Diabolocom combines the agility of SaaS innovation with carrier-grade voice performance. With eight offices worldwide and more than two decades of experience, the company is committed to advancing customer loyalty and growth through sovereign, intelligent, and scalable communication technology.

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 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 Junior Software Support Specialist, you will join the Support division and you will work in collaboration with Thomas, Head of Support and alongside Matthias, Mohammed, Ahmed and Sofien. Ideally, the role is based in Barcelona, to work with the local project manager.

Your missions

• Handling of support tickets at level 1 (via a ticketing tool and by phone)
• Analysis, classification and prioritization of tickets through a methodical approach
• Direct resolution of classic cases (templated responses, redirection to FAQ)
• Escalate as needed and prepare level 2 tickets to facilitate analysis
• Our stack: Zendesk

Qualifications

• Excellent sense of service (listening to customers, remaining calm when the client does not understand, etc.)
• Organized, curious and eager to learn
• Excellent oral and written communication skills in French and English
• Practical knowledge of ticketing tools and CRM systems (a plus)

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 Zendesk, 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

- You'll have first choice IT equipment

- Our office is based right in the heart of Paris, 100 meters from the Opera Garnier!

- Team building events : Marrakech, Djerba, Corsica... 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

- Call or visio with Deborah, TAM

- Use Case

- Visio with Thomas, our Head of Support

- Visio/ On site interview with the local team