Customer Success Technical Officer

Why apply

Our client is a multicultural and forward-thinking qualified Trust Services Provider based in Capellen Luxembourg with over 110 professionals and actively expanding our business internationally. We provide state-of-the-art on on-boarding digital identities strong authentication and security services and qualified electronic signatures all bundled into integrated digital documents & identity management solutions.

As a Trusted Partner we prioritize building long-lasting relationships with our international clients and stakeholders based on trust and integrity. We strive to be a Committed Partner dedicating ourselves to delivering exceptional performance and showing steadfast commitment to make a positive impact. As a Visionary Scout we are constantly seeking out new opportunities for growth and innovation always staying ahead of the curve in our industry.

Join us in our mission to drive innovation and co-create a better future!

About the offer

Permanent contract

Location : Capellen Luxembourg

Top 3 Key competencies :

• Minimum 4 years of experience
• Fluency in English & French
• Proven experience in customer support with a technical background

MISSIONS OF THE ROLE

• Support:

- Act to make customers successful by providing them with training coaching and support

- Acknowledge and resolve customer complaints and queries

- Serve as day-to-day contact for assigned accounts

- Provide technical support to customers of LuxTrust applications

- Review customer complaints and concerns and respond in a timely manner

- Find solutions for problems reported by customers either directly or with support of other internal teams

- Assist customers in configuring applications to meet their specific needs

- Implement best practices and educate customers and improve customer experience

- Provide External Customer Support following SLA guidelines:

Level 1 Support based on Product/Functional Team requirements.

Level 2 Support involving event handling and monitoring alerts.

Escalate issues to Support Level 3 (R&D IT-SYS etc.).

Generate client reports (SLA statistics etc.).

- Back up CSO functional activities

- Ensure that all tickets are properly updated with resolution details to support continuous improvement and AI

learning processes

• Escalation /Problem management:

- Document processes and procedures related to escalation and problem resolution within the customer support

management

- Ensure timely and accurate documentation of all activities including ticketing creation and tracking activity

reports and event logs maintaining a detailed chronological record

- For complex cases coordinate with the internal teams to ensure efficient handling and communication with the

customers

- Collaborate with other teams to identify recurring issues affecting customers and propose long term solution

issues

- Maintain records of customer interactions transactions feedback and complaints to enhance service quality

• Communication:

- Organize regular follow-up meetings with other departments (R&D IT-SYS Delivery )

- Participation on ad hoc basis in scheduled customer meetings

- Mediate between other technical services and the CSO organization

- Establish regular internal feedback into Customer Success teams

- Document internal procedures and processes

• Carrying out other duties as assigned

REQUIRED SKILLS

- Qualifications / diploma(s): Bachelors degree in Computer Sciences or equivalent experience.

- Experienced into customers support duties and/or have a background in Technical integration projects and or cloud computing (or understand it).

- Technical Competencies: Strong knowledge and experience in the following areas:

- Problem management

- Ticketing systems

- Customer satisfaction

- Knowledge in the technical area is an advantage: OS cloud networks

- Excellent command of Office Suite (Excel Word Power Point Outlook.)

- Basic understanding of operating systems (Windows Linux macOS) installation configuration and troubleshooting.

- Familiarity with user and group management software installations and system updates.

- Familiar with key networking concepts like IP addresses DNS DHCP and VPNs

- Ability to diagnose and troubleshoot network connectivity issues.

- Experiences with the installation and troubleshooting of software components s).

- Experience with ticketing systems (e.g. Jira ServiceNow) to log and track issues.

- Experienced with Postman and similar tools for API testing.

- Knowledge of REST API principles including HTTP methods JSON format and response status handling.

- Languages: French and English fluent. Any other language is an asset.

- Specific skills:

• Very good customer relations skills
• Good interpersonal skills: be able to understand customer needs
• Strong communication skills
• Strong problem-solving skills and attitude
• Collaborative team spirit and good team player
• Be organized & reliable
• Have a positive personality (good interpersonal skills are a plus like empathetic)
• Strong knowledge of our solutions (with training)
• Ability to synthetize
• Confidentially and Trustworthy

- Core competencies:

- Analytical mindset & decision making

- Organizational fluency

- Personal effectiveness

- Results-driven

- Client service mindset

- Strategic vision

- Leadership