Customer Success Technical Officer

**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
- 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
- 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 an