Responsibilities include:
- Provide high-quality technical support via phone, email, Zoom, and chat, ensuring timely and effective solutions.
- Develop expert knowledge of our software and the private markets industry to guide clients with best practices and product adoption.
- Build and maintain strong client relationships, acting as a trusted advisor.
- Partner with Customer Success Managers, Product Managers, and Engineers to deliver complex solutions and improve the customer experience.
- Lead onboarding support and conduct client meetings to align solutions with customer needs.
- Advocate for clients by sharing feedback to influence product development and enhancements.
- Manage high-value escalations independently, resolving complex issues and ensuring high customer satisfaction (CSAT).
- Collaborate with cross-functional teams (Customer Success, Implementation, Services) to address needs and mitigate risks.
- Contribute to a positive team culture by supporting colleagues and sharing expertise.
- Occasional travel to the US may be required.
- Bachelor’s degree (Finance, Accounting, Economics, MIS, or related field preferred).
- 4–6+ years of relevant professional experience.
- Exceptional written and verbal communication skills.
- Strong problem-solving, troubleshooting, and analytical abilities.
- High level of empathy, assertiveness, and perseverance in resolving customer issues.
- Strong organisational and time management skills.
- Technical aptitude with a passion for continuous learning and development.
- Flexibility to work Luxembourg business hours with occasional late meetings.
