Customer Support Specialist managing German client inquiries with a hybrid work model from Berlin. Supporting clients via phone and ensuring diligent documentation in the CRM system.
About the role
- Software Support Specialist at Diabolocom providing support in customer service technology. Engaging in problem-solving while collaborating with a multicultural team in Barcelona.
Responsibilities
- Handling of support tickets at level 2 (via 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)
- Analysis of technical tickets through reading and interpreting logs and errors
- Checking complex configurations, using database and diagnostic tools
- Collaboration with technical teams (Software Engineering, DevOps and Project Management)
- Resolution follow-up with clients proposing video calls
- Maintenance of our knowledge base and documentation
- Because sharing is caring, we expect you to share your knowledge with your team!
Requirements
- At least 2 years of experience in a customer support role, preferably in the software or technology sector
- Practical knowledge of ticket management tools and CRM systems
- Great sense of service
- Eagerness to learn, curiosity and autonomy
- Excellent oral and written communication skills in Spanish, French and in English
- Bachelor's degree in business management, computer science, or a related field, or equivalent experience
- Knowledge of web technologies (Browsers and development tools, SQL, JSON/Rest, HTML/Javascript, programming language, …)
Benefits
- 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
- 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 located in the 22@ technology district, very close to the beach. From the terrace, you can work while looking out at the sea.
- Team building events : Marraekch, 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!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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