Associate Application Support Consultant

Summary

Join Unit4 as an Application Support Consultant and be the primary point of contact for customer IT and business application inquiries. You will provide efficient and effective support, resolving issues, liaising with colleagues and R&D, and documenting application defects. This role involves handling customer escalations, identifying process improvements, and contributing to your personal development plan. You will also mentor team members and work collaboratively in a team environment. The position offers remote work flexibility within Poland and a supportive company culture.

Requirements

• Possess strong communication skills and be fluent in English (verbal and written)
• Have common knowledge of Microsoft technologies, workplace processes and IT infrastructure
• Possess exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
• Exhibit good analytical and problem-solving abilities
• Have the ability to manage your own time to prioritise workload and meet deadlines
• Maintain a friendly and professional manner with an enthusiastic positive approach to tasks
• Be able to use initiative and work alone, and as part of a team
• Be a strong Team Player
• Possess the ability to work in a Dual Working Environment

Responsibilities

• 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
• 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 proactive 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 Services Team Leader process improvements that enhance the customer experience
• 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

Preferred Qualifications

• Have a background in finance (either education or experience)
• Possess knowledge on a given Unit4 ERP module or other module(s)
• Have knowledge or experience with ServiceNow
• Possess ITIL knowledge
• Have previous experience of working within Corporate IT

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