Customer Support Officer

**About Lombard International Group
Lombard International Group is a leading provider of global wealth and succession planning solutions with 30+ years’ experience. We have the strength and expertise to help high net worth and ultra-high net worth individuals, their families and institutions to protect, preserve and pass on their legacy to future generations.

It is in our nature to constantly innovate We love what we do, quickly adapt, and we are agile, as well as being committed to serve our partners and clients across the globe with Best in Class wealth solutions and tailored services.

The Group serves over 25 markets across Asia, Europe, Latin America and the United States, providing multi-jurisdictional, unit linked life insurance and annuities on a global basis, with a deep understanding of local regulations, cultures and attitudes.

Global assets under administration are in excess of €59.4bn as of 31st December 2021. Our global team of almost 600 employees includes more than 60 technical experts specializing in multiple jurisdictions.

Funds managed by Blackstone own Lombard International. Blackstone Group L.P. is one of the world’s leading investment firms.

**At Lombard, it is in our nature to innovate
**We love what we do, quickly adapt, and we are agile, to bring out the very best in what we do
**Your role - Are you ready for a challenge?
We are looking for a Customer Support Officer to monitor the day-to-day activity on Connect, our servicing portal. Connect users are diverse and include our partners, our clients and employees. You’ll be answering questions and resolving issues reported by the users of Connect.

Customer Support Officer responsibilities include training and informing our Connect users (both external and internal) and resolving Connect users’ queries. To be successful in this role, you should be an excellent communicator who’s able to earn Connect users’ trust.
- Be in charge of Partner and Client onboarding on the platform including promoting, providing demonstrations and marketing of the platform.
- Prepare presentations, user guides and training material for both our partners and internal teams
- Be in charge of user creation and validation on Connect Platform
- Collaborate and assist on the review, analyze and coordination of change requests relating to Connect
- Single point of Coordination between external parties, internal functions and business functions for queries linked to the platform
- Perform monthly and quarterly controls on user access.

**Your profile - Have you got what it takes to become our Customer Support Officer?
- Respond to Connect users queries in a timely and accurate way
- Develop and maintain a strong working relationship with both internal & external stakeholders
- Identify user needs and help users use specific features
- Analyze and report Connect malfunctions (for example, by testing different scenarios or impersonating users)
- Monitor user complaints and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Assist in training junior Customer Support Representatives.

**Your skills and experience:
- Proficiency in English, French and Italian, any other additional language is an advantage
- Experience as a Customer Support or similar role
- Experience in communicating with technical and non-technical stakeholders across multiple business units
- Experience using help desk software and remote support tools
- Understanding of how customer/servicing portal systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- An enthusiastic and happy approach to each user interaction, particularly in your written communication
- Good attention to detail
- Calmness and decisive thinking under pressure
- Good time management and organization
- Ability to work independently while keen to work as part of a team and assist colleagues
- Good Interpersonal and presentation skills
- Good knowledge of excel and general insurance knowledge

**We offer you
An exciting opportunity to build a network of contacts across the organization in a collaborative and diverse workplace. At Lombard International we have a diverse team of over 40 nationalities. We are always looking for exceptional talent to join our team. Because our people are our greatest assets, you will enjoy recognition and rewarding packages. We also offer you the possibility to shape your professional career in line with your own goals and the opportunity to work with the top talent in the industry. The work can be challenging but Lombard International is always a great place to work. We are committed to extending equal employment opportunities to all individuals.

Be a part of our community

Lombard is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disabilit