Onboarding/ra/ssl Officer

**SSL and Onboarding duties**:

- Be accountable for SSL back-office operations and take ownership of following activities:

- SSL ticket creation
- Verification of order data
- CSR control
- Issuing Certificates
- Sending Certificates and invoices paid to customers
- Closing the ticket
- Internal mailboxes
- Be connected to the call centre to be available for the SSL customers
- Specify, implement, maintain and enforce an SSL-specific "input / output" communication flows
- Help clients quickly and easily solve their problems:

- Avoid repeated calls for a same issue
- Avoid transferring call and requesting client to repeat information
- Do not just resolve the current issue, head off the next one
- Manage the enrolment of new services providers on the ORELY portal
- Provide service providers with the required order and enrolment form(s)
- Help service providers expedite the acquisition of the SSL certificates they need (must be done in close collaboration with the Chamber of Commerce)
- Create SSL ticket
- Create the test and production certificates based on CSR and check order form and then validate them
- Send SSL certificates to service providers
- Submit the enrolment form to the IT department for validation and configuration of the systems
- Timely manage the renewal of SSL certificates and help ensure continuity of service by effectively anticipating certificate expiry dates
- Enrol the PSD2 Customers, i.e. QWAC and QSEAL requests
- Lead the creation of new procedures for new SSL Services
- Close exchange with other department to set up a quick and easy work flow
- Recommend an easy understandable order flow for the customers
- Share monthly with the N+1 the SSL Dashboard
- Encode and validate the order in UAT and Test Policy (Integration)

**SSL and Onboarding duties**:

- Other tasks as assigned
- Help RA agents solve their problems quickly and easily
- Internal mailbox
- Be connected to the call centre to be available for the RAs
- Suggest improvements for “support section” of web site
- Answer RA agents’ questions (verbal and written) timely and clearly
- Use feedback from disgruntled or struggling clients to improve LuxTrust value proposition
- Write user centric technical documentation and guidelines
- Make suggestions and comments to improve offering and quality of service
- Fill-in ticket for each call
- Escalate if, and when required
- Assist the Head of Onboarding to generate the LORA Card
- Assist the Head of Onboarding to manage the access levels
- Assists the Head of Onboarding during the audit with the compliance team
- Assist when needed to assure RA Services on premises
- Assist the Head of Onboarding to organise and follow the RA Workshops
- Organise the regularly Mystery Customer checks

**Specific Profile**:

- Bac
- Behaves like:

- an active listener
- a problem solver
- Proactive with the CSD team and IT Operations and Compliance
- Is able to build a report
- Addresses challenges with a positive and constructive mindset
- Has strong verbal and written communication skills
- Knows all required administrative and technical procedures
- Masters 4 languages (LU-FR-EN-GE)

We offer a **Permanent contract based in Capellen - Luxembourg** in addition to a competitive salary in accordance with your education and experience and other benefits including an employee benefit plan.