Customer Support Officer

About Utmost International

Utmost International is a leading provider of insurance-based wealth solutions operating across the UK, Europe, Latin America, Asia, and the Middle East. Its' solutions are largely based on unit-linked insurance policies, serving the needs of affluent, high net worth (HNW), and ultra-high net worth (UHNW) individuals.

On a proforma basis at HY 2024, Utmost International manages £103.5bn of assets under administration on behalf of approximately 200,000 policyholders.

About Utmost Luxembourg S.A.

Sitting at the crossroads of private banking, asset management, and insurance, we operate in a well-established and fast-growing division of the financial services industry. Our dynamic international team of 450+ experienced wealth structuring specialists, subject-matter and technical experts consists of 50 different nationalities, speaking over 30 languages.

We are a diverse and inclusive organisation driven by a values-based culture that promotes excellence, ambition, and innovation. We invest in talented teams who develop their expertise, curated through support and training, and fostered through a people centred culture. Our people truly are our greatest asset

Your role – Are you ready for a challenge?

The Customer Support Officer (CSO) for Connect application, serves as a vital bridge between external users and the internal technical teams, ensuring smooth, structured, and responsive support for software applications especially for the application CONNECT.

Their responsibilities span communication, incident resolution, request management for the enrolment of new customers and continuous improvement and documentation.

The CONNECT support team serves as the front-facing representation of IT support for external customers and brokers, reflecting the quality, reliability, and responsiveness of our services.

Your responsibilities will be as follows:

Incident and Request Management

• Ensure operational stability and service quality for the CONNECT Support team.
• Serve as the primary point of contact for external users encountering technical issues or requiring assistance.
• Maintain full operational readiness to manage CONNECT-related incidents, including CMT cases, and oversee the entire user lifecycle—from onboarding to offboarding.
• Deliver professional, empathetic communication throughout the support journey to foster trust and satisfaction among CONNECT users.
• Work closely with internal application support and development teams to resolve issues efficiently and maintain platform reliability.

Continuous Improvement

• Monitor and analyse recurrent Incident and request on Connect to identify opportunities for optimization
• Promote the adoption of standardized thought the usage from our API services.
• Recommend enhancements to support processes, tools, and governance frameworks to improve service delivery.
• Stay informed on industry best practices and emerging technologies to continuously elevate support capabilities.

Your profile – Have you got what it takes to become our Customer Support Officer?

• Fluency in French is essential to support users in the French market. A minimum B2 level in English is required for internal communication. Additional language skills (German, Italian, Spanish) are considered a valuable asset.
• A Bachelor's degree in Computer Science or a related IT discipline is required.
• Familiarity with ITIL V4 Foundation and/or Scrum methodologies is preferred.
• A technical background in IT management is desirable, particularly with strong experience in ticket lifecycle management.
• Solid understanding of IT artefacts and technical documentation is expected.
• Proven experience in support management, ideally in a user-facing or application support environment.
• The role requires close collaboration with business users across departments and regular interaction with other IT functions. Strong communication skills are critical.
• Key personal attributes include attention to detail, a collaborative mindset, positive attitude, and strong time management.

As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to gender, colour, religion, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Given the sensitive nature of our business, industry sector and the role as described, the selected candidate is required to provide a criminal record (Bulletin n°3 for Luxembourgish residents). This excerpt will be kept by Utmost Luxembourg S.A. in compliance with article of the law of 23 July 2016 and for no longer than one month from the conclusion of the employment contract; otherwise, it will be destroyed without any undue delay should the candidate not be hired.

Utmost Luxembourg S.A. is aware of its obligations under the General Data Protection Regulation (GDPR) and is committed to processing your data securely and transparently.

Our Recruitment Privacy Notice is in line with GDPR and provides more information with regards to the types of data that we collect and hold on you as a job applicant, including for the performance of Background Checks.  It also sets out how we use that information, how long we keep it for and other relevant information about your data. For full details please click here Recruitment Privacy Statement

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