Trainer Application Support Agent

VASS; Brussel; Sur place; EUR 35 000 - 52 000; Plein temps

Résumé du poste

VASS Brussels is seeking an Expert Trainer Application Support Agent to deliver end-user IT support and training for European Commission projects. You’ll log and resolve incidents, communicate clearly with users, and collaborate with developers in a multilingual, international setting.

The role requires at least 1 year in user support, higher education or equivalent experience, strong English (C1), and excellent communication to ensure user satisfaction.

Qualifications

• Proven knowledge in end user assistance and support of information systems.
• Minimum 1 year of user support experience.
• Higher education or equivalent experience.
• European level C1 in English is mandatory.
• Strong communication and customer satisfaction focus.
• Ability to work in international/multicultural environment.
• Stress-resilient and capable of knowledge transfer.

Responsabilités

• Receive and log requests/incidents & questions from users; provide technical support and investigate problems.
• Ensure and perform all communication with the end-users.
• Participate in meetings with the development team.
• Provide services to all stakeholders according to ITIL best practices; handling and documenting all requests.
• Improve documentation and create FAQs based on received calls.
• Write user manuals for information systems and web documentation.
• Prepare and deliver training courses on information systems to different stakeholders.

Connaissances

End-user support

Customer service

Technical troubleshooting

Communication skills

Formation

Higher education or equivalent experience

Outils

ITIL knowledge

Description du poste

Location: VASS BRUSSELSА global digital transformation company with a team of more than 4,900 global players in 26 countries – in Europe, America and Asia, working together to put organizations at the forefront of innovation by bringing together talent, knowledge and technology.

Role: Trainer Application Support Agent

Location: VASS BRUSSELS

А global digital transformation company with a team of more than 4,900 global players in 26 countries – in Europe, America and Asia, working together to put organizations at the forefront of innovation by bringing together talent, knowledge and technology.

Our approach is based on conscious technology, through which we create positive environments and meaningful opportunities, always in our own way, making the complex simple.

VASS BeNeLux, in partnership with the European Commission, is currently seeking an Expert Trainer Application Support Agent to work from the European Commission.

The role:

• Receive and log requests/incidents & questions from users, provide technical support, investigate problems, and determine appropriate actions.
• Ensure and perform all communication with the end-users;
• Participate to meetings with the development team.
• Provide services to all stakeholders according to ITIL best practices; handling and documenting all requests;
• Improving documentation and creating FAQs based on received calls
• Writing user manuals for information systems.
• Writing web documentation.
• Prepare and deliver training courses on information systems to different stakeholders.

You have:

• Proven knowledge in end user assistance and support of information systems
• A first successful experience in user support (minimum 1 years)
• Higher education or equivalent overall experience
• European level C1 in English is mandatory
• Have good analytical skills 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 Certification is a plus

If you want to join a dynamic company where technological challenges will be found in your day to day we are waiting for you in the great VASS team.

And we encourage you to be the best version of yourself: Transformative, Creative, Honest, Vibrant!

At VASS we take action every day to achieve a favourable environment that facilitates and promotes equal opportunities, non-discrimination, diversity and inclusion of all people. We select our talent based on business needs, skills and merits.