Jouw carrièrekansen

SUMMARY

The Customer Success Team acts as a liaison between the customer and the company, ensuring that the product meets the customer’s needs, addressing any issues, and providing timely solutions. The Customer Success Officer ensures customers get their desired outcome when using LuxTrust services. This role will provide technical support to customers.
The Customer Success Officer is expected to provide day-to-day support to a portfolio of clients. She/he will have a positive and professional attitude toward customers at all times and build sustainable relationships and trust through open and interactive communication.

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

• Incident/Problem managment

     - 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

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

     - 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 organization

     - Document internal procedures and processes

REQUIRED SKILLS

• Qualifications / diploma(s): Bachelor’s degree in Computer Sciences or equivalent experience.
• Years of experience in the area: Experienced into customer’s support duties and 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 spoken and written 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 at LuxTrust:

     - Analytical mindset & decision making

     - Organizational fluency

     - Personal effectiveness

     - Results driven

     - Client service mindset

     - Strategic vision

     - Leadership

WHAT WE OFFER

• A permanent contract based in Capellen - Luxembourg.
• A competitive salary, in accordance with your education and experience.
• Attractive benefits and advantages including an employee benefit plan, a gym, meal vouchers and additional holidays.
• A healthy work-life balance including flex work arrangements.
• Parking spaces for all employees.
• An open and transparent career path.
• Development and growth opportunities in a state-of-the art digital company.

If you are interested in this role, we invite you to send us your application at jobs@luxtrust.lu.

Our company is committed to fair recruitment, based on the skills of each candidate, regardless of gender nationality, sexual orientation, religion, or any other discriminatory criterion.

Please note that in order to comply with our regulatory requirements an extract of the criminal record is requested upon entry into service.

MISSIONS OF THE ROLE

• Security

     - Lead daily security operations activities assigned by IT security Manager (Vulnerability assessment, Phishing, SSL suspicious certificates, SIEM alerts or log review). 

     - ISMS Documentation: maintain and improve IT security operational procedure. Support IT Security Manager during the policies and processes documentation review.

     - Perform regular conformity checks such as logical access control, RBAC review, password policy or CIS conformity as part of LuxTrust annual recurring control plan manage by the IT security Manager.

• Risk

     - Prepare security advice supporting IT or R&D projects for security architecture review and security baselines recommendations.

     - Participate in risks assessment during IT or R&D projects using LuxTrust risks methodology.

     - Participate in the preparation of Penetration testing campaign.  Formalized findings and recommendations in Jira and make the follow-up of the implementation by IT & R&D teams.

• Compliance

     - Support Compliance department for questions regarding IT security controls.

REQUIRED SKILLS

• Qualifications / diploma(s): Bachelor’s or Master’s degree in Information Technology, Information Security or System Engineering or related experience. controls.
• Technical Competencies: PKI knowledge is an asset.
• Languages:  French and English fluent. Any other language is an asset.
• Specific skills:

     - Security mindset

     - Strong analytical skills to analyse information security requirements and relate them to appropriate controls

     - Proactive attitude

     - Good team player and positive attitude in a challenging environment mindset

• Core competencies at LuxTrust:

     - Analytical mindset & decision making

     - Organizational fluency

     - Personal effectiveness

     - Results driven

     - Client service mindset

     - Strategic vision

     - Leadership

More than a growing company, you join a real international project with entrepreneurial spirit and a long-term vision. Development opportunities are present and require special commitment and motivation to make an impact on the quality of our services to international customers. You integrate into an enthusiastic and multicultural team in a friendly and professional environment. 
 

Alternance contract of minimum 12 months based in Capellen – Luxembourg 

Interested candidates can send their application along with a CV by e-mail to jobs@luxtrust.lu. 

Please note that in order to comply with our regulatory requirements an extract of the criminal record is requested upon entry into service.

Our company is committed to fair recruitment, based on the skills of each candidate, regardless of gender nationality, sexual orientation, religion, or any other discriminatory criterion.