Customer Support Officer Level 1

About us
Our ambition is to turn our clients into Media Owners by scaling up tools, messages, services & audience interactions.

Since 2013 our sole focus has been to deliver solutions that help brands speed up their engagement strategy transformation for workforces (improving employee engagement thanks to internal communication) and clients (driving sales thanks to in-store communication).
We started with offline communication on screens placed in offices or in stores (Digital Signage) and increased the reach of their communications, adding an online layer to our customers.

Our 60+ people company is located in France (Toulouse (Headquarter), Paris, Saint-Etienne, and Tunis).

Our culture is ultra strong and oriented around:
● The Champion’s league mindset (we are always looking for being better individuals and achieving better results) for our team but also through our solutions
● The Concern for others (we care about our employees, altruist, mutual respect and listening are musts)
● The Client and service focus (we don’t want to be solution provider, we want to team up with our customers and are eager to better understand how they are using our solutions to improve it and help them achieve better results)
● The Assertiveness (the feedback culture is essential, we challenge with confidence, and we value initiatives)

What we offer
Hybrid working mode, you can work 3 days at home if you want
2 weeks dedicated to our onboarding program
Team building & Company events
High-quality office spaces supporting collaboration, health and wellbeing

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

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