Client & business application support officer

Your role

The Client Support & Service Desk Officer is responsible for managing all incoming communications (phone, tickets) from End-Clients, Clients, and external stakeholders.

The role focuses on ensuring efficient handling of client requests, production issues resolution, and continuous communication with internal teams (Operations, IT, Product, Management) to deliver high-quality support services.

Your responsibilities

Call Handling & Client Interaction

• Act as the primary point of contact for all incoming calls (End-Clients, Clients, Suppliers, Partners)

• Understand and qualify end client & client issues, client requests

• Provide first-level support and immediate solutions when possible

• Ensure a professional, client-oriented, and solution-driven communication

Production Support & Ticket Management

• Create, manage, and follow-up on tickets

• Ensure tickets are properly documented and categorized in the ticketing system (Jira)

• Follow up with internal teams (IT, Operations, Product…) until resolution

• Ensure end-to-end ownership of tickets from creation to production deployment

• Participate to the testing of the tickets whenever required

Client Communication & Follow-up

• Provide regular updates to clients regarding ticket status and progress

• Ensure transparency and proactive communication throughout the lifecycle of issues

• Manage escalations when necessary

Collaboration with Internal Teams

• Work closely with Operations, IT, and Product teams to resolve issues

• Facilitate communication between internal teams to resolve issues

• Contribute to improving internal processes and service quality

Reporting & Monitoring

• Prepare and share regular reports on ticket status, trends, and performance

• Provide visibility to management on ongoing issues and risks

Your profile

• Minimum 3 years of experience in a service desk, client support, or similar role

• Strong communication skills

• Excellent problem-solving and analytical skills

• Strong customer service mindset and proactive attitude

• Ability to manage multiple tasks and prioritize effectively

• Experience with ticketing tools (Jira) is a strong advantage

• Strong knowledge of Microsoft Office tools

• Fluency in Luxembourgish, French, English and German is mandatory

• Excellent written and verbal communication skills