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 and completing various tasks to support our customer base. Responsibilities include progressing issues to conclusion, investigating and documenting application defects, handling escalations, and ensuring compliance with company policies. You will also proactively identify and report potential escalation risks, suggest process improvements, and contribute to service enhancements. Personal development is emphasized, including mentoring less experienced team members. This role requires strong communication, analytical, and problem-solving skills, along with exceptional customer service abilities.

Requirements

• Strong communication skills and fluent in English
• 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
• Able to use initiative and work alone, and as part of a team
• Friendly and professional manner with an enthusiastic positive approach to tasks
• Possess ability to work in a Dual Working Environment
• Previous experience of working in a Customer Service environment is an advantage

Responsibilities

• 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

Preferred Qualifications

• Dutch language knowledge would be considered a plus
• Experience working in a finance or project setting would be considered beneficial
• Knowledge on a given Unit4 ERP module or other module(s) will be an asset
• Knowledge or experience with ServiceNow is a plus
• ITIL knowledge is a plus

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