Technical Customer Support Specialist

About the role

Regnology is looking for a proactive First Level Product & Technical Support Specialist to join its global support team in Tunis. You will be the initial point of contact for clients using our supervisory reporting software, handling inquiries, troubleshooting issues, and ensuring a smooth resolution process.

Key responsibilities

• Provide first‑level support for supervisory reporting products, addressing questions on business rules, configurations, and report outputs.
• Troubleshoot data discrepancies, reporting logic, and system behavior using internal tools, configuration reviews, and log analysis.
• Escalate complex functional or technical issues to second‑level support or specialist teams with detailed documentation.
• Maintain clear communication with clients throughout the resolution process.
• Document recurring issues and share insights with product and support leads.
• Contribute to internal knowledge bases and support documentation.

Required profile

• 1–2 years of experience in software support, client service, or help‑desk roles, preferably in SaaS or financial/supervisory software.
• Understanding of financial or supervisory reporting workflows is a strong asset.
• Comfortable working with both business and IT stakeholders.

Required skills

• SQL query basics for data investigation.
• Experience with ticketing systems such as Zendesk or Jira.
• Ability to review logs, user access settings, and configuration files.

What we offer

• A flexible, innovative environment that encourages creativity and career growth.
• Opportunity to work with a global leader in regulatory reporting.
• Collaboration with cross‑functional teams across time zones.