Customer Support Officer Level 1

Il y a 13 heures
Tunis, Tunisie Cenareo Temps plein
Vision and objectives We are looking for a talented Customer Support Officer to join our amazing Support team in Tunis. Our team works cross-functionally with Engineering, Delivery and Customer Success teams to deliver a unified and world-class customer experience. As a Customer Support Officer, you help our customers unlock the full potential of Cenareo’s platforms. You are dedicated to providing the best possible support to our clients via email, or phone, ensuring they achieve their desired business goals. Your mission at Cenareo CUSTOMER SUPPORT : 60%
• Respond to customer requests via phone, email, to provide high-quality technical assistance
• Provide expert guidance on product usage and conduct live tests with customers to troubleshoot technical issues or misunderstandings
• Ensure rigorous follow-up on escalated technical issues, working closely with Engineering and Customer Success teams
• Categorize and document every customer request within our internal tools to maintain data accuracy PRODUCT KNOWLEDGE : 20%
• Stay ahead of the curve regarding product updates, new features, and technical specifications
• Educate customers on product benefits and features to maximize adoption and enhance their overall experience
• Act as a proactive contributor in identifying areas where our products can be improved FEEDBACK AND IMPROVEMENT : 10%
• Serve as the "Voice of the Customer" by gathering feedback and reporting common issues to internal teams
• Suggest strategic improvements to enhance the customer journey based on personal observations and user data
• Cultivate strong relationships to identify opportunities for support optimization DOCUMENTATION AND REPORTING : 10%
• Optimize support documentation and help grow our internal and external content library to improve team efficiency Profile Your qualifications, experience, knowledge, skills
•

Experience:
At least 5+ years of proven experience in Customer Support, Customer Care, or a similar role, ideally within a SaaS/Software environment
• Technical Savvy: Strong interest in IT and network knowledge; experience with hardware components is a significant plus
• Communication: Exceptional oral and written communication skills; ability to simplify complex technical concepts
• Investigative Mindset: A highly rigorous individual who thrives under pressure, taking autonomous initiative to find and implement effective solutions
• Team Spirit: You enjoy collaborating with internal teams and have a natural aptitude for learning new tools (ticketing systems)
• Languages: Fluent in French and in English
• Availability: Ability to work in 3 shifts (8h30-17h30/9h-18h/10h-19h) and 1 saturday a month Why this job is great
• It brings you rhythm and adrenaline, you will live at the heart of an amazing team
• Autonomy, impact on our business and meeting real challenges are part of your daily life
• You will join a cast of wonderful people, passionate and always keen to play and share good moments Recruitment process
• Video interview with the Talent Acquisition Manager
• Live technical assessment (via video) : A practical test to showcase your expertise
• On-site Interview with the Team Lead
• Video Interview with the Head of HR

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