Unit4 is hiring a
Associate Application Support Consultant

Summary

Join a leading global software firm where you'll provide professional support services to customers, resolving application problems and improving customer experience. You'll work in a challenging international environment with enthusiastic colleagues who value learning from each other.

Requirements

• Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
• Previous experience supporting Unit4 ERP software or similar would be highly advantageous
• Experience in HRIS/HCM/Payroll. is highly desirable
• Exhibits good analytical and problem-solving abilities
• Exhibits excellent communication skills and is fluent in English both written and oral
• Common knowledge of Microsoft technologies, workplace processes, and IT infrastructure
• 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
• Knowledge or experience with ServiceNow
• ITIL knowledge
• Common knowledge of SQL

Responsibilities

• Investigate, document, and resolve the application problems passed to the Customer Support team via Unit4’s case logging system
• Progress each issue through to conclusion, liaising with colleagues and other departments, as appropriate
• Process all support cases adhering to Service Level Guidelines
• Handle customer escalations, take ownership of complicated issues, and communicate these accordingly
• Investigate, document, and present to the Customer Services Team Leader process improvements that enhance the customer experience
• Identify opportunities for service improvement or chargeable activities and raise these via the appropriate channels
• Train and mentor less experienced members of the team around product knowledge, skills, and processes
• Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation
• Actively contribute to and participate in knowledge sharing activities

Benefits

• A chance to participate in the development of a leading global software firm
• An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other
• Unlimited vacation policy