Overview
Customer Support Officer [F/M/X] Jobs in Ariana, Tunisia at LittleBig Connection
Title: Customer Support Officer [F/M/X]
Company: LittleBig Connection
Location: Ariana, Tunisia
Job Description
Job description:
You will join our Customer Support team, playing a key role in ensuring a smooth and efficient user experience on boths platforms. The role combines functional support, incident management and technical problem escalation, ensuring that user requests are properly qualified, analyzed, and resolved within defined service levels. You will collaborate with internal teams such as Product, Tech, Functional support, Customer Success, Finance and more.
Your responsibilities:
- Develop deep expertise in our SaaS platform to provide expert guidance and act as the main point of contact for a wide range of customer users globally.
- Analyze, qualify, and document incoming incidents in the ticketing system, determining the most effective action to resolve or escalate each issue.
- Deliver daily support to platform users via ticketing tools, ensuring timely and high-quality resolution of requests in line with Service Level Agreements (SLAs) and quality standards.
- Perform advanced troubleshooting, including API investigations, log analysis, and root cause analysis to resolve complex technical issues.
- Maintain comprehensive and up-to-date documentation of all reported incidents and problems, ensuring clear, proactive communication and reproducibility of issues.
- Collaborate closely with Business, Customer Success, Product, Tech, and Finance teams to drive rapid and sustainable solutions.
- Mentor and coach less experienced team members, fostering a culture of continuous learning and technical excellence.
- Serve as the Single Point of Contact (SPOC) for incident management on designated clients or projects, ensuring seamless communication and follow-up.
- Proactively identify recurring incidents, link them to existing or potential problem records, and contribute to continuous improvement initiatives.
- Implement and adhere to ITIL-based internal escalation procedures, actively participating in weekly alignment meetings.
- Drive operational efficiency by seeking and implementing workarounds for ongoing issues and tracking their resolution.
Your profile:
- Graduate in IT or a related field.
- Experience in Customer Service or Support (at least 3 years), with a strong interest in digital products and the digital industry.
- Ability to handle complexity and pay close attention to detail.
- Excellent communicator: clear, innovative, customer-oriented, proactive, and responsive.
- Strong problem-solving skills to address challenges effectively.
- Curious and eager to learn the functionalities of a SaaS product from scratch.
- Fluent in French and English, both written and spoken.
- Ability to work effectively in a team, while also being autonomous and self-driven.
LittleBig Connection is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
Who are we?
About LittleBig Connection
The world of work has been transforming at an incredible speed. Today, companies must not only adapt to keep pace with change—they have to get ahead of the game. They need to function as integrated organizations, placing the best talent at the heart of each project to leverage the right skills at the right time.
That’s where LittleBig Connection comes in. We connect large companies with external experts—freelancers, IT vendors, and consulting firms—helping them find the right talent for the right project at the right moment, and manage them throughout the entire project lifecycle.
How do we do it?
Through our two independent yet complementary solutions:
- LittleBig Connection Marketplace – Our marketplace enables clients to easily find and contract any type of external expert or consulting firm. Whether sourcing new talent or working with pre-identified experts, we help large companies collaborate simply and securely.
- Eleven VMS – Our Vendor Management System (SaaS platform) enables clients to manage their external suppliers with a 360° all-in-one solution—from sourcing and contracting to timesheets, invoicing, compliance, and performance tracking.
As the leading international player in its industry, 25,000 Procurement and IT professionals—from companies like Auchan, Renault Trucks, Pluxee, Veolia, bioMérieux, and Bouygues Telecom—use LittleBig Connection and Eleven VMS daily. With the ambition to become the global leader in Total Talent Management, LittleBig Connection is present in 50 countries and has no intention of stopping: Canada, India, Vietnam, Spain, Mauritius, Tunisia, Colombia, Portugal… Team up with the World is more than our tagline—it’s our reality.
Ready to join the adventure?