Customer Support Officer

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      "state": "Grand Duchy of Luxembourg"
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    "jobOpeningName": "Customer Support Officer ",
    "departmentLabel": "IT",
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    "location": {
      "city": "Findel",
      "state": "Grand Duchy of Luxembourg",
      "postalCode": "L-1748",
      "addressCountry": "Luxembourg"
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    "datePosted": "2025-12-02",
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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">About Utmost International</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Utmost International is a leading provider of insurance-based wealth solutions operating across the UK, Europe, Latin America, Asia, and the Middle East. Its solutions are largely based on unit-linked insurance policies, serving the needs of affluent, high net worth (HNW), and ultra-high net worth (UHNW) individuals.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">About Utmost Luxembourg S.A.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Sitting at the crossroads of private banking, asset management, and insurance, we operate in a well-established and fast-growing division of the financial services industry. Our dynamic international team of 450+ experienced wealth structuring specialists, subject-matter and technical experts consists of 50 different nationalities, speaking over 30 languages. </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">We are a diverse and inclusive organisation driven by a values-based culture that promotes excellence, ambition, and innovation. We invest in talented teams who develop their expertise, curated through support and training, and fostered through a people centred culture. Our people truly are our greatest asset!</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Your role – Are you ready for a challenge?</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">The Customer Support Officer (CSO) for Connect application, serves as a vital bridge between external users and the internal technical teams, ensuring smooth, structured, and responsive support for software applications especially for the application CONNECT.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Their responsibilities span communication, incident resolution, request management for the enrolment of new customers and continuous improvement and documentation.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">The CONNECT support team serves as the front-facing representation of IT support for external customers and brokers, reflecting the quality, reliability, and responsiveness of our services.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Your responsibilities will be as follows:</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Incident and Request Management</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Ensure operational stability and service quality for the CONNECT Support team.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Serve as the primary point of contact for external users encountering technical issues or requiring assistance.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Maintain full operational readiness to manage CONNECT-related incidents, including CMT cases, and oversee the entire user lifecycle—from onboarding to offboarding.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Deliver professional, empathetic communication throughout the support journey to foster trust and satisfaction among CONNECT users.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Work closely with internal application support and development teams to resolve issues efficiently and maintain platform reliability.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Continuous Improvement</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Monitor and analyse recurrent Incident and request on Connect to identify opportunities for optimization</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Promote the adoption of standardized thought the usage from our API services.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Recommend enhancements to support processes, tools, and governance frameworks to improve service delivery.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Stay informed on industry best practices and emerging technologies to continuously elevate support capabilities.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Your profile – Have you got what it takes to become our Customer Support Officer?</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Fluency in French is essential to support users in the French market. A minimum B2 level in English is required for internal communication. Additional language skills (German, Italian, Spanish) are considered a valuable asset.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">A Bachelor’s degree in Computer Science or a related IT discipline is required.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Familiarity with ITIL V4 Foundation and/or Scrum methodologies is preferred.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">A technical background in IT management is desirable, particularly with strong experience in ticket lifecycle management.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Solid understanding of IT artefacts and technical documentation is expected.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Proven experience in support management, ideally in a user-facing or application support environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">The role requires close collaboration with business users across departments and regular interaction with other IT functions. Strong communication skills are critical.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Key personal attributes include attention to detail, a collaborative mindset, positive attitude, and strong time management.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em>As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to gender, colour, religion, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.</em></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em> </em></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em>Given the sensitive nature of our business, industry sector and the role as described, the selected candidate is required to provide a criminal record (Bulletin n°3 for Luxembourgish residents). This excerpt will be kept by Utmost Luxembourg S.A. in compliance with article 8-5 (2) of the law of 23 July 2016 and for no longer than one month from the conclusion of the employment contract; otherwise, it will be destroyed without any undue delay should the candidate not be hired.<br></em></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em> </em></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em>Utmost Luxembourg S.A. is aware of its obligations under the General Data Protection Regulation (GDPR) and is committed to processing your data securely and transparently.<br></em></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em> <br></em></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em>Our Recruitment Privacy Notice is in line with GDPR and provides more information with regards to the types of data that we collect and hold on you as a job applicant, including for the performance of Background Checks.  It also sets out how we use that information, how long we keep it for and other relevant information about your data. For full details please click here <a href=\"https://utmostinternational.com/wp-content/uploads/2026/01/Recruitment-Privacy-Statement_ULU.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Recruitment Privacy Statement</a></em></span><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em><br></em></span></p>\n<p><span style=\"color: rgb(255, 255, 255); font-family: Inter, sans-serif; font-size: 10pt\"><em>#utmost</em></span></p>",
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    "minimumExperience": "Mid-level",
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