Helpdesk & Customer Success Operations Agent Tunis

• Act as the first point of contact for client inquiries via platforms like Jira Service Desk Zendesk or similar.
• Triage and route tickets efficiently to the right internal teams ensuring high-quality data capture and follow-up.
• Monitor ticket queues track resolution status and escalate time-sensitive issues where needed.
• Keep all client interactions and internal updates well-documented and easy to follow.

• Provide back-office support to Customer Success Managers (CSMs) through CRM maintenance meeting coordination follow-up tracking and internal workflows.
• Help ensure accurate records and consistent updates across systems for full customer visibility.
• Assist in improving internal CS processes templates and playbooks as the organization scales.

• Participate in a rotating on-call schedule to support time-sensitive tickets outside regular hours.
• Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.
• Contribute to internal reporting operational documentation and data entry tasks with a high standard of accuracy.
• Identify recurring patterns or inefficiencies in workflows and suggest improvements.

• Occasionally assist with basic SaaS platform tasks such as user access permission changes or routine configuration support.
• Triage SaaS-related requests accurately and route them to the appropriate product or support teams.
• Help refine internal FAQs and routing logic based on ticket experience.

• Bachelors degree in Information Technology Busineiss Administration or a related field (preferred but equivalent experience is acceptable)
• Experience in helpdesk IT support customer support or other service-oriented roles is a plus.
• Experience working with ticketing systems CRM platforms or internal workflow tools.
• Proven ability to manage and prioritize multiple requests with structure and attention to detail.
• Strong written and verbal communication skills in English.
• Willingness to participate in on-call or weekend coverage as part of a global rotation.

• Highly organized and detail-oriented with a strong sense of ownership and responsibility.
• Brings structure and clarity to complex or ambiguous workflows.
• Calm dependable and service-oriented even under pressure.
• Enjoys building efficient internal processes and improving day-to-day operations.
• Works well across time zones and cultures and is comfortable in a globally distributed team.
• Curious and motivated to grow into broader Customer Success operations enablement or support coordination roles.

• Lets grow together join a market leading SaaS company our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects.
• In addition to our buddy-program we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
• Ourinternalmobilityinitiativeencouragescolleaguestotransfercrossfunctionallytogainexperienceandpromotesknowledgesharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels.
• Together were better - meet your colleagues at our numerous team events.

Want to know more about Regnology Find our news and business events on LinkedIn: to know more about life and people at Regnology Check out our Instagram page: Experience:

Unclear Seniority