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Operations Support Specialist

Luxembourg - Operations

Talkwalker is a powerful engine, which runs on the “finest oil” called The Operations team. Team Operations serves as an enabler between departments and services to keep Talkwalker’ processes running as efficiently as possible.

Talkwalker is a leading social listening & analytics company with over 2,000 clients globally. Through our AI-powered analytics platform, we gather data from the conversations that happen around brands - online, in the media, and within companies themselves - to uncover, understand, and action consumer insights. We are extremely international, with headquarters in Luxembourg and offices in New York City, San Francisco, Frankfurt, Paris, Singapore, and Tokyo.

Key responsibilities:

  • Issue resolution related to Marketing, CSM, Sales, Partner processes using a ticketing system and adhering to defined SLAs
  • Provide general support to all users of the CRM (and other core business systems) in a professional manner
  • Access rights management for business users in all business systems
  • Correction of Order Forms and contract configuration
  • Identify recurring issues and support the Business Analysts to perform root cause analysis
  • Testing of new and existing business workflows, processes, and features
  • Support the Business Analyst to maintain system documentation and knowledge guides
  • Regular reporting using MS Excel
  • Regular data corrections in various business-critical systems, based on reconciliation inputs, audit and monitoring results
  • Qualifications:

  • You are fluent in English (any other language will be considered an additional advantage)
  • You have worked up to 2 years in a customer/business support related role, preferably combining IT and functional expertise (experience in CRM systems is an advantage)
  • You have exceptional communications skills (written, spoken)
  • You have the capacity to quickly learn and effectively utilize various business management software applications
  • You have the ability to perform platform related troubleshooting
  • You are not afraid of tackling a variety of issues with internal system users and enjoy getting these problems resolved
  • You are great with numbers and able to explain mathematical concepts in simple words (experience using MS Excel is preferred)
  • You have the drive and discipline to autonomously handle user requests
  • You enjoy working in a dynamic and open communication culture
  • You show initiative in improving systems and customer service
  • You are self-motivated, focused, well-organized, analytical, and simply get things done
  • Experience with Salesforce CRM is considered a strong advantage
  • Experience in a SaaS organization and in Partnerships or Sales Operations is considered as a strong advantage
  • University degree with a technical or business specialization as an advantage
  • What we offer:

  • 26 days of vacation 
  • Lunch vouchers  
  • Optional complimentary health insurance  
  • Free public transportation in Luxembourg
  • Work visa available for non-EU residents  
  • Competitive base salary and opportunity for bonus
  • Internal growth and development programs
  • Company events such as ski trips, social activities, and holiday parties
  • Monthly company lunches and after work
  • 1 volunteering day per year

  • About us:
    Talkwalker was named a Leader among the top 10 social listening platforms in The Forrester Wave™: Social Listening Platforms, Q4 2020. This recognition validates everything that we are striving for – happy customers, a powerful and easy-to-use product, groundbreaking AI technology (from visual recognition to Conversation Clusters), and an abundance of clean and accurate social data.

    Our colleagues come from 50+ different countries around the world, with a total headcount of over 400 employees. Being a rapidly-growing organization, our goal is to be 500+ employees by the end of 2021. 

    For more information, please visit our website, or our social media accounts.