Youssef Berrima

I am a customer-focused Application Support Engineer and IT Consultant with over two years of hands-on experience supporting enterprise SaaS clients, cross-functional environments. I thrive on helping customers solve complex problems and ensuring they feel heard, valued, and empowered to get the most out of the solutions they use.

Throughout my roles at Planisware and Capgemini Engineering, I have developed strong skills in onboarding, user training, troubleshooting, and documentation. I take pride in delivering clear, friendly, and professional support through email and CRM ticketing systems such as Jira and Planisware tools. Whether it’s guiding new clients through onboarding or resolving technical issues, I always take full ownership of the customer’s request until it’s fully addressed, and I never hesitate to collaborate with engineering and QA teams to find the best solution.

I enjoy working remotely and have become highly skilled at communicating effectively with global teams and customers across multiple time zones from Asia, Europe to USA. I am fluent in English, French, and Arabic, which allows me to bridge language gaps and build trust with diverse customers. I understand the importance of clear written communication, timely follow-up, and maintaining detailed, accurate support records that benefit both the customer and the internal team.

Beyond my technical and support skills, I am passionate about continuous improvement. I enjoy spotting opportunities to make support processes smoother, whether that means updating knowledge base articles, creating FAQs, or suggesting new ways to help customers help themselves. I believe that excellent customer service is not just about solving problems, but about creating an experience that leaves customers feeling confident and cared for.

I hold a Master’s degree in Digital Management and Information Systems, am a Certified Associate in Project Management (CAPM), and have formal training in Business Analysis. I believe this mix of technical, analytical, and project skills gives me a unique edge in understanding complex client needs and delivering practical solutions.

I’m now eager to bring my dedication, problem-solving mindset, and people-first approach to a dynamic, fully remote team like Hubstaff. I’m excited to help your customers succeed and to grow alongside a company that values transparency, autonomy, and exceptional service.