Technical Support Consultant

Summary

Join Unit4 as a Technical Support Consultant for Unit4 ERP and be the first point of contact for customer IT and business application questions. Provide professional and effective support, resolving support cases and completing various tasks to support the customer base. Progress each issue to conclusion, liaising with colleagues and R&D as needed. Investigate, process, and document application defects. Proactively highlight potential escalation risks and coordinate additional resources. Handle customer escalations, taking ownership of complex issues and keeping customers updated. Comply with company information and security requirements and business procedures. Investigate, document, and present process improvements to enhance customer experience. Identify opportunities for service improvement or chargeable activities. Develop a personal development plan including product/technical and soft skill development. Eventually train and mentor less experienced team members. Work in a team environment to help colleagues.

Requirements

• Strong communication, interpersonal 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 Support environment is an advantage
• Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service resulting in high CSAT and NPS scores
• 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
• Exhibit ability to use initiative and work alone but also exhibit ability to be a strong team player
• Possess ability to work in a dual working environment
• Strong working knowledge of current Microsoft Windows Server operating systems
• Good knowledge of Windows Database server and SQL Server performance tools (eg. SQL profiler)
• Strong experience/understanding in the following areas: working in a database-centric, client-server to web-enabled environment
• Implementation of new systems into existing infrastructures
• Web API knowledge
• You possess the ability to write and understand SQL queries
• You have knowledge of TCP/IP and fundamental networking concepts
• Commitment to lifelong learning
• Pre-emptive proactive work to avoid the risk of customer escalation

Responsibilities

• As a Technical Support Consultant for Unit4 ERP, 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 Technical 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 Support 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 eventually 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

• Knowledge of the Unit4 ERP product and surrounding applications
• Knowledge or experience with ServiceNow
• ITIL knowledge
• Experience of Web Services
• Working with cloud enabled servers/technology in a Saas (Azure) setting
• You should be self-motivated with a positive attitude
• You exhibit excellent analytical skills, approaching problem solving with a logical and solid methodology, with the ability to work under pressure
• You should exhibit excellent communication skills, carefully selecting the most appropriate method
• Ability to manage your own time to prioritise workload and meet deadlines
• Ability to remain calm under pressure and to be patient
• You should possess the ability and motivation to self-teach in new areas and be prepared to pass on existing and new knowledge to other team members through guidance and/or internal training
• You should have excellent time management skills
• If possible starting work time of 10am CET to cover our UK business hours

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