Associate Application Support Consultant (Swedish speaking)

Unit4

12d

About The Position

The Associate Application Support Consultant is the first point of contact for Unit4 customers with IT and business application questions about Unit4 solutions. The role provides professional, efficient, and effective support by resolving support cases and completing other tasks needed to support the customer base. The consultant progresses issues through to resolution, liaising with colleagues and R&D as appropriate, and investigates, processes, and documents application defects.

The consultant proactively identifies escalation risks, coordinates additional resources for investigations, takes ownership of complicated customer escalations, and keeps customers updated. The role also involves following company information security requirements, business procedures, policies, and ISO standards; proposing process improvements to enhance customer experience; and identifying service improvements or chargeable activities. The consultant maintains a personal development plan covering product and technical knowledge as well as soft skills, mentors less experienced colleagues, and works collaboratively with the team.

Requirements

• Fluent in English, both verbal and written, with strong communication skills.
• Fluent in Swedish, both verbal and written, with strong communication skills.
• Good analytical and problem-solving abilities.
• Common knowledge of Microsoft technologies, workplace processes, and IT infrastructure.
• Exceptional customer-facing skills and the ability to implement exceptional customer service.
• Ability to manage time, prioritize workload, and meet deadlines.
• Friendly and professional manner with an enthusiastic, positive approach to tasks.
• Ability to use initiative and work independently as well as part of a team.
• Ability to work in a dual working environment.

Nice To Haves

• Financial or accounting background.
• Previous experience working in a customer service environment.
• Experience using financial systems or software.
• Knowledge of a Unit4 ERP module or other module.
• Knowledge or experience with ServiceNow and ITIL.

Responsibilities

• Serve as the first point of contact for customers with IT and business application questions about Unit4 solutions.
• Resolve support cases and complete other tasks required to support customers, progressing issues through to conclusion.
• Liaise with colleagues and R&D as appropriate to resolve issues.
• Investigate, process, and document application defects referred to Application Support.
• Highlight potential escalation risks to the Team Leader and coordinate additional resources for investigations.
• Handle customer escalations, take ownership of complicated issues, and keep customers updated on progress.
• Comply with company information security requirements, business procedures, policies, and ISO standards.
• Investigate, document, and present process improvements to the Customer Services Team Leader.
• Identify service improvement opportunities or chargeable activities and raise them through appropriate channels.
• Maintain a personal development plan covering product and technical knowledge and soft skills.
• Train and mentor less experienced team members in product knowledge, skills, and processes.
• Work collaboratively to help and assist colleagues.

Benefits

• Flexible Leave Paid Time Off policy.
• Remote working opportunities.
• Global Wellbeing Days.
• Growth opportunities, with tools and guidance for development.
• A high-performance team and opportunities to learn from colleagues, role models, and mentors.
• A safe and inclusive working environment supported by Employee Resource Groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed