Helpdesk Agent based in Capellen (Luxembourg)

Company details

With over 4.000 experts and one of the most profound, broadest portfolios of software and services, Sopra Banking Software is a trusted, long-term partner of over 800 banks in more than 70 countries. Sopra Banking Software has an unequalled ability to address the requirements for banks and financial institutions of any size and scope, allowing them to innovate and expand their services. Sopra Banking Software is a subsidiary of the Sopra Steria Group, a world leader in digital transformation, with more than 40.000 employees. In 2018, Sopra Steria achieved a pro forma turnover of around € 3.5 billion.For more information follow us on Twitter @SopraBanking or visit

To support our growth and develop our national and international project teams, we are looking for:

Helpdesk Agent – Luxembourg (fixed term contract of one year)


You will be responsible to manage incoming calls, emails and tickets from our customers (mainly banks), apply relevant procedures to help routing adequately the cases and escalate complex elements to the next level of support.

You will perform the following tasks:

  • Answer phone calls and either dispatch them to the appropriate department or handle end-to-end the customer’s request;
  • Monitor incoming emails and either dispatch them to the appropriate department or handle end-to-end the customer’s request;
  • Monitor incoming tickets and ensure they are complete and relevant before being processed by the next level of support;
  • Provide support remotely and escalate complex topics to the next level of support;
  • Analyse and interpret client inquiries to ascertain issues and decide on the next actions;
  • Give information, advice or instruction in response to client inquiries;
  • Provide a high degree of client satisfaction in all work undertaken.


  • Proven work experience in a similar function;
  • Ability to work in a team as well as independently and under pressure;
  • Shift work and flexibility are required;
  • Good communication, writing, interpersonal and organizational skills are required;
  • Eager to help;
  • Follow procedures;
  • Fluent in English and in French.


  • A fixed term contract of one year;
  • A young & dynamic environment welcoming proactivity and initiative;
  • Attractive financial package including interesting compensation & benefits such as an extended insurance coverage, a competitive salary and a range of employee benefits.

Within the framework of our PSF certification, please note that an extract of police record will be asked during our process of recruitment

Placed on:Thu 13 January 2022
Location: Capellen


For more information:
at the number: +32 2 777 45 92
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