Youssef Berrima

Youssef Berrima Customer-centric Application Support Engineer and IT Consultant with 2+ years of experience in SaaS onboarding, system configuration, user training, and remote customer support. Proven ability to deliver high-quality assistance through email, chat, and CRM tools, ensuring excellent customer experiences in a fully remote environment.- (- Tunis, Tunisia berrima-youssef CORE COMPETENCIES • • • • • • • • SaaS Onboarding & Implementation Technical Troubleshooting Customer Support & Service Ticketing Tools Process Improvement Agile & Scrum Methodologies Remote Work Proficiency English, French, Arabic WORK EXPERIENCE Planisware Customer Service Specialist / Application Support Jan 2023 - Jul 2025 Clients: Pfizer, Hydro-Québec • Supported enterprise SaaS clients by resolving technical requests and inquiries through email and ticketing tools. • Delivered onboarding sessions, user training, and clear documentation to ensure customer success. • Provided technical troubleshooting and escalated complex issues to relevant teams, maintaining full ownership until resolution. • Managed CRM data, monitored tickets, and ensured accurate follow-up to maintain high service levels. • Improved self-service resources by creating FAQs and knowledge base content. • Collaborated remotely with cross-functional teams to align customer needs with product solutions. Capgemini Engineering Project Management Officer Intern Mar 2022 - Jul 2022 • Gathered business requirements and translated them for technical teams. • Coordinated meetings and ensured alignment across departments. • Produced reports, project plans, and client-facing documentation. EDUCATION ESPRIT School of Business Master's Degree in Digital Management & Information Systems CERTIFICATE Certified Associate in Project Management (CAPM-PMI) Project Management Institute CAPM Number:- Business Analysis Foundation LinkedIn Learning Global Volunteer Certificate AIESEC, Turkey TECHNICAL SKILLS 2020 - 2022 • • • • CRM & Ticketing Tools: ServiceNow, Jira Microsoft Office Suite Python, SQL (Basic) Remote Collaboration: MS Teams