Associate Application Support Consultant

Unit4

13h•Remote

About The Position

As an Application Support Consultant, 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.

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
Be a strong Team Player
Possess ability to work in a Dual Working Environment

Nice To Haves

Background in finance (either education or experience) is a strong plus
Knowledge on a given Unit4 ERP module or other module(s) will be an asset
Knowledge or experience with ServiceNow
ITIL knowledge
Previous experience of working within Corporate IT

Responsibilities

To 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
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
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