Customer Care Lrao Technical Support Officer

il y a 2 semaines

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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