Belgium Application Support Agent Junior - Freelance REF18

Description of the project:

In the GPSS project we provide applicative support first line and second line to Internal users of the Commission and External users for both business domains Grants and Procurement.

• eGrants a service handled by SEP (Submission & Evaluation proposals) and eGrants team. This concerns all Calls for Proposals
• eProcurement handled by eProcurement team. This concerns Calls for Tenders.With Calls for Proposals the Commission selects on a competitive basis organizations or natural persons to implement projects cofinanced by EU because these projects contribute to EU policy aims. Proposals can be submitted in one of the EU Programmes. This covers fields such as Sciences Justice Media Digital Fellowship etc.With Calls for Tenders the Commission aims to purchase goods services or works in exchange for payment of an agreed price.

Description of tasks:

• Receive and log requests/ incidents & questions from users (by email phone or face to face); provide technical support investigate problems and determine appropriate actions
• Keep enduser informed on request status and progress
• Participate to meetings with the development team
• Improve documentation and create FAQs based on received calls

Knowledge and skills required:

• Higher education or equivalent overall experience
• A first successful experience in user support (minimum 1 year)
• European level C1 in French and English is mandatory
• Have a good analytical skill and quickly understand process
• Be solutionoriented as well proactive and reactive to any problem
• High communication skills and ensure customer satisfaction
• Ability to work in an international/multicultural environment
• Strong team player with excellent relationship skills
• You are stress resistant and are able to impart knowledge at various levels

Miscellaneous:

• Any other language is an asset

• ITIL Foundation Certified
• Experience in European Institution is an asset