About Luxtrust

We are 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!

We are currently looking for a motivated and driven Customer Success Technical Officer under a permanent contract.

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 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 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.

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.