Junior Application Support Agent

About the role

The Junior Application Support Agent will assist end‑users in accessing and using authentication applications such as the EU Login portal, security keys and electronic ID (e‑ID). Working both remotely and on‑site, the role provides first‑line technical help to a diverse user base, including elderly users who may need extra guidance.

Key responsibilities

• Deliver personalized user support via phone, ServiceNow and on‑site visits, helping configure EU Login, security keys and e‑ID.
• Log, track and resolve incidents in the ServiceNow ticketing system, ensuring timely follow‑up and accurate reporting.
• Troubleshoot technical problems, escalating complex issues to specialised teams when necessary.
• Conduct clear training sessions or webinars to improve user competence with authentication tools.

Required profile

• Excellent written and spoken communication in French and English.
• Patience, empathy and strong active‑listening skills to support users with varying digital literacy.
• Ability to work in an international, multicultural environment and collaborate with colleagues.

Required skills

• Familiarity with authentication tools such as EU Login, security keys and e‑ID.
• Experience with ticketing platforms, preferably ServiceNow.