Freelancer profile translated to English.

Description

Professional with over 10 years of experience in telecommunications and medical software, specializing in technical support (N1/N2) and user guidance. I intervene in incident management, anomaly tracking, and collaboration with technical teams to ensure effective problem resolution. Organized, rigorous, and customer satisfaction-oriented, I easily adapt to international and multi-channel environments.

Languages

French
Native or bilingual
Arabic
Fluent

Workplace preferences

Remote only

Primarily works remotely

Corilus – Logiciels médicaux
Product Specialist / Customer Support N2
MEDICAL
March 2019 - April 2026 (7 years and 1 month)
Tunis, Tunisia
Functional and technical support for healthcare professionals

Management of customer requests via phone and chat (Intercom)
Processing of incidents and complaints
Analysis and reporting of bugs to the development team
Tracking corrections and validation
Level 2 support (N2)
Writing documentation and user guides
Support and management of the 'online agenda' module
Specialization in medical software modules
Coordination with internal teams
Back office management Help Desk Support Ticket management Multichannel customer support and ticket management Customer support management
(Télécommunications)
Customer Support
TELECOMMUNICATIONS
January 2016 - March 2019 (3 years and 2 months)
Tunis, Tunisia
Customer assistance (incoming/outgoing calls)

Resolution of technical and functional problems
Complaint management
Customer advice and support