Customer Care Lrao Technical Support Officer

il y a 1 semaine


Capellen, Luxembourg LuxTrust Temps plein

**Missions**:

- Help clients solve their problems quickly and easily.
- 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.
- Suggest improvements for the “Support section” of website.
- Manage clients’ requests:

- Order requests for production and test certificates.
- Revocation, suspension, reactivation requests during office hours
- All Re-Key requests Phases
- Answer clients’ questions (verbal and written) timely and clearly.
- Guide customers through administrative and technical procedures.
- Help CSD meet its Key Performance Indicators:

- Available staff
- Client effort score
- Number of drop calls
- Waiting time
- Efficiency through reuse
- 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.
- Avoid ping-pong
- Propose joint “Client / CSD / HD” con-calls when deemed appropriate
- Help run acceptance test plans for user centric services.
- Fill-in ticket for each call.
- Ensure that CSD infrastructure is operational at all times.
- Assists the team in technical matters
- Contribute to build LuxTrust image of “Excellence” and “Easy to do business with”.
- Leverage internal resources when needed.
- Escalate if, and when required.
- Other duties as assigned:

- Handling of returned mail
- Reporting of security incidents
- Replacement of faulty devices

**Access Levels (in the light of separation of duties and least privilege)**: LRAO Encoder.

**Specific Profile**:

- Bac
- Behaves like:

- an active listener
- a problem solver
- Is able to create reports
- **Is able to solve problems on the most common computer systems: Windows/Mac OS/Linux.**:

- 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: FR, EN, LU, GE.
- Advantage by knowledge of other languages: NL, PT, IT, etc.

**Additional training**:

- LRA officer training
- PSF Awareness Training
- Security Awareness Training


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