What you will do
As an Application Support Consultant, you are the first point of contact for our customers on IT and Business Application related questions for our solutions. You will need to provide a professional, efficient, and effective support service to Unit4 customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base.
To progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate.
Investigate, process and document application defects passed to the Application Support team.
Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation.
Handle customer escalations, taking ownership of complicated issues and always keep customers updated of progress.
To comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards.
To investigate, document and present to the Customer Services Team Leader process improvements that enhance the customer experience.
To identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels.
You will be responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development.
To train and mentor less experienced members of the team around product knowledge, skills and processes.
Work in a team environment to help and assist colleagues.
Must have:
Thorough knowledge on a given Unit4 ERP module - knowledge on other module(s) will be an asset
Strong communication skills and fluent in English (verbal and written)
Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
Previous experience of working in a Customer Service environment is an advantage
Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
Exhibits good analytical and problem-solving abilities
Ability to manage your own time to prioritise workload and meet deadlines
Friendly and professional manner with an enthusiastic positive approach to tasks
Able to use initiative and work alone, and as part of a team
Strong Team Player
Possess ability to work in a Dual Working Environment
Nice to have:
Knowledge or experience with ServiceNow
ITIL knowledge
Previous experience of working within Corporate IT
We offer:
A chance to participate in the development of a leading global software firm. You will have the opportunity to work within an organization, that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.
At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy. In addition, you can continue to grow your career into other positions and for example handle the cloud environments for our customers based on Azure infrastructure.
This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!
