Helpdesk & Customer Success Operations Agent

About the role

Regnology, a global leader in regulatory reporting for financial institutions, regulators and tax authorities, is hiring a Helpdesk & Customer Success Operations Agent in Tunis, Tunisia. You will be the first point of contact for clients, handling support tickets and supporting Customer Success Managers, within a hybrid setup and a Follow the Sun (24/7 global) model.

Key responsibilities

• Act as first point of contact for client inquiries via Jira Service Desk, Zendesk or similar platforms, triaging and routing tickets and keeping records clear.
• Monitor ticket queues, track resolution status and escalate time-sensitive issues.
• Support Customer Success Managers with CRM maintenance, meeting coordination, follow-up tracking and internal workflows.
• Take part in a rotating on-call schedule and coordinate handovers with other regions.
• Contribute to internal reporting, documentation and data entry, and suggest workflow improvements.
• Occasionally handle basic SaaS tasks such as user access and permissions, and help refine FAQs and routing logic.

Required profile

• Bachelor's degree in Information Technology, Business Administration or a related field (preferred, equivalent experience accepted).
• Experience in helpdesk, IT support or customer support is a plus.
• Proven ability to manage several requests with structure and attention to detail.
• Strong written and spoken English; willingness to work on-call or weekends in a global rotation.
• Familiarity with AI concepts is a plus.

Required skills

• Experience with ticketing systems, CRM platforms or workflow tools.
• Ability to work across time zones and in a globally distributed team.

The company offers training, internal mobility and team events, and applications are made through the company website.