Application Support Agent 1st Line

Kayley is supporting its customers to create and manage changes that matter. Our team include passionate senior engineers. They joined Kayley for the opportunity to apply their talents to complex challenges.

Kayley has a strong commitment to promoting diversity and inclusion. We're present in Luxembourg, Belgium and France. Kayley is fully compliant with all in country taxes and social security legislations.

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 co-financed 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 e-mail, phone, or face to face); provide technical support, investigate problems, and determine appropriate actions.
• Keep end-user 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
• 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 solution-oriented 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.

-        two days a week remote possible but from Brussels.