Customer Support Officer Level 1

About the role

Cenareo is looking for a Customer Support Officer to join its Support team in Tunis. The team works cross-functionally with Engineering, Delivery and Customer Success teams to deliver a unified, world-class customer experience. The officer helps customers unlock the full potential of Cenareo's platforms through email and phone support.

Key responsibilities

• Respond to customer requests by phone and email, providing high-quality technical assistance
• Guide customers on product usage and run live tests to troubleshoot technical issues or misunderstandings
• Follow up rigorously on escalated technical issues, working with Engineering and Customer Success
• Categorize and document every request in internal tools
• Keep up with product updates, features and technical specs, and educate customers on them
• Identify areas for product improvement and act as the "Voice of the Customer", reporting common issues and suggesting improvements to the customer journey
• Help optimize support documentation and grow the internal and external content library

Required profile

• At least 5 years of proven experience in Customer Support, Customer Care or a similar role, ideally in a SaaS/Software environment
• Fluent French and English
• Ability to work in three shifts (8h30-17h30, 9h-18h, 10h-19h) and one Saturday a month

Required skills

• Strong interest in IT and network knowledge; experience with hardware is a significant plus
• Exceptional oral and written communication, able to simplify complex technical concepts
• Rigorous, autonomous problem-solving under pressure
• Natural aptitude for learning new tools such as ticketing systems

The recruitment process includes a video interview with the Talent Acquisition Manager, a live technical assessment by video, an on-site interview with the Team Lead and a video interview with the Head of HR.