Associate Application Support Consultant

Unit4

20h•Hybrid

About The Position

As an Associate 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. 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 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.

Requirements

Strong communication skills and fluent in English (verbal and written)
Good analytical and problem-solving abilities
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
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
Ability to work in a Dual Working Environment

Nice To Haves

Financial/Accounting background
Finance background or experience using financial
Previous experience of working in a Customer Service environment
Knowledge on a given Unit4 ERP module or other module(s)
Knowledge or experience with ServiceNow and ITIL

Responsibilities

Provide a professional, efficient, and effective support service to Unit4 customers in the resolution of support cases.
Progress each issue through to conclusion, liaising with colleagues and R&D.
Investigate, process and document application defects passed to the Application Support team.
Highlight potential escalation risks with your Team Leader and co-ordinate any additional resource requirements.
Handle customer escalations, taking ownership of complicated issues and keeping 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 process improvements that enhance the customer experience to the Customer Services Team Leader.
Identify opportunities for service improvement or chargeable activities and raise these via the appropriate channels.
Be responsible for your own personal development plan, including product/technical knowledge and 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.