Application Support Consultant

Summary

Join Unit4 and become an Application Support Consultant, providing first-line support for Unit4 Financials by Coda customers. You will resolve support cases, investigate application defects, handle escalations, and ensure customer satisfaction. Collaboration with other teams and continuous improvement of support processes are key aspects of this role. The position requires strong communication, problem-solving, and customer service skills, along with experience in a customer support environment. Unit4 offers a supportive culture, flexible work arrangements, and various benefits to foster employee well-being and professional growth.

Requirements

• Strong communication skills and fluent in English (verbal and written)
• Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
• 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
• Prepared to grow independently by acquiring the necessary knowledge
• Strong Team Player
• A leaning towards learning more technical activities and diagnosis e.g. Azure cloud, Identity Authorization and api's

Responsibilities

• Process and solve cases, incidents and service requests in a timely and qualitative way
• 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
• Comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards
• Investigate, document and present to the Customer Support Team Leader process improvements that enhance the customer experience
• Identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels
• Be responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development
• 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
• Find the best solution by collaborating with other teams (Products, Success, R&D, …)
• Contribute to the daily improvement of the Support process
• A love of capturing knowledge and sharing via articles

Preferred Qualifications

• Knowledge or the Unit4 Financials by Coda software
• Knowledge or experience with ServiceNow
• Common knowledge of SQL
• ITIL knowledge
• Previous experience of working with SaaS products

Benefits

• A culture built on trust - giving you the freedom and autonomy to be successful
• Balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being
• Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• A commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet
• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4