Freelancer profile translated to English.
Back to original languageAbout Medesse Hermine
Digital customer support, software support, and application support specialist, I assist companies, platforms, and SaaS environments in managing customer and user support (chat, email, ticketing tools like Zendesk, Jira).
Organized, responsive, and customer satisfaction-oriented, I provide operational reinforcement as well as support process improvement.
My Key Skills
User Support and Adoption
Assistance with quick application adoption, user onboarding, and usage security.
User & Application Support (SaaS)
Handling requests, incident analysis, resolution, and follow-up until closure.
Remote User Training
Conducting training sessions (video calls), functional demonstrations, and pedagogy adapted to non-technical profiles.
Monitoring Tool Functionality
Usage monitoring, malfunction detection, bug reporting, and anomaly tracking.
Customer Success & Satisfaction
Proactive user monitoring, preventing disengagement risks, and continuous improvement of the customer experience.
Functional Testing & Anomaly Qualification
Functional acceptance, bug reproduction, clear communication with technical teams.
Writing and Updating Support Materials
User guides, FAQs, procedures, and functional documentation.
Clear and Solution-Oriented Communication
Active listening, needs rephrasing, and personalized support.
Autonomy, Rigor, and Service Orientation
Ability to manage priorities, work independently, and ensure reliable and quality service.
Target Roles
Customer Success Manager / Application Support
CSM – User Support & Assistance (SaaS)
Customer & User Support and Training Officer
Customer Success & User Support
French
Native or bilingual
English
Conversational
Can work on-site
Paris (up to 40km), Lille (up to 15km), Lyon (up to 15km), Nantes (up to 15km), Vichy (up to 10km)
Experience
- DealtFREELANCE SAAS SUPPORTSeptember 2025 - Today (9 months)Onboarding service providers.Conducting remote training sessions and assisting with tool adoption.Performing functional tests, identifying, and reporting anomalies to development teams.Contributing to the continuous improvement of training and documentation materials.
- MASIC GROUPEDigital Project ManagerDecember 2024 - July 2025 (7 months)Managing the development of a real estate management application and overseeing projects.Gathering and analyzing business needs (construction, rental management, maintenance).Writing the functional specifications and coordinating with the development team.Monitoring project progress.
- WIMAPPLICATION SUPPORT / FUNCTIONAL TESTERJanuary 2022 - November 2024 (2 years and 10 months)User assistance and incident resolutionAssistance with WIM usageDesign and execution of functional testsIdentification and tracking of anomaliesContribution to continuous improvement and WIM quality
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Education
- Master in Digital HumanitiesUniversity of HAUT-de-France2022Master Humanité Numérique
- Bachelor's Degree in Information and CommunicationUniversity of Rennes 22019Licence Information Communication