Technical Operations Support Specialist

il y a 7 jours

Tunis Tunisia Tunisia Upload and Print SARL Temps plein

Role Summary

We are hiring a dedicated Technical Operations Support Specialist to be part of our TSO Team, which is playing a crucial role to support our core business operations (Customer Care, Logistics, Product Operations and others).

 Your mission is to ensure operational continuity by providing timely and effective first-level technical support for our internal systems and applications. This role requires a blend of strong service focus and structured problem-solving skills.

Key Responsibilities (What You'll Do)

  • Requests & Support Handling:
    • Serve as the primary support contact, responding quickly to inquiries via ticketing systems, email, and chat while adhering strictly to SLAs (Service Level Agreements).
    • Perform accurate diagnosis and resolution of issues related to internal applications and business workflows.
    • Escalate complex technical incidents to specialized Engineering teams with clear, detailed documentation.
  • Communication & Service:
    • Provide professional, clear, and detailed communication to all stakeholders throughout the issue resolution lifecycle.
    • Maintain detailed records of all troubleshooting steps and updates in the ticketing system.
  • Knowledge & Efficiency:
    • Create and update essential documentation (runbooks, guides, FAQs) to build a strong internal knowledge base.
    • Proactively identify recurring issues and suggest opportunities for process improvement within the support workflow.

Your Profile

Required Capabilities

Problem Solving

Strong analytical and structured thinking to quickly diagnose issues across various systems.

Service & Ownership

Proven ability to take full ownership of inquiries and drive them to complete resolution. Excellent "customer-first" attitude.

Communication

Professional working proficiency in both English and French (written and verbal).

Foundational Tech

Basic understanding of e-commerce and operational workflows (e.g., order processing, fulfillment cycle).

Mindset

Highly organized, reliable, and adaptable to managing multiple priorities in a fast-paced environment.

Preferred Experience

  • Prior experience in an internal Helpdesk, IT Support, or Operations Support role.
  • Familiarity with standard ticketing systems (e.g., Zendesk, ManageEngine).
  • Knowledge of Spanish language is highly desirable/a strong plusPersonal Qualities: Pragmatic, dynamic, pro-active, and results-driven.

Why Join Us

This is a critical, high-impact role within a dynamic, international environment. You will be empowered to drive improvements and ensure smooth business continuity. Join a collaborative team that values ownership, intellectual curiosity, and operational excellence.

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