Senior Technical Support Consultant

Unit4

2d

About The Position

As a Senior Technical Support Consultant for Unit4 ERP, you are the first point of contact for customers with IT and business application questions about Unit4 solutions. You provide professional, efficient, and effective support by resolving customer cases and completing other tasks that support the customer base. You progress issues through to resolution, coordinating with colleagues and R&D when appropriate. The role also includes investigating and documenting application defects, managing customer escalations, identifying service and process improvements, and supporting the development of less experienced team members. You are responsible for your own product, technical, and soft-skills development and work collaboratively with colleagues.

Requirements

• Strong communication and interpersonal skills, with fluency in written and spoken English.
• General knowledge of Microsoft technologies, workplace processes, and IT infrastructure.
• Exceptional customer-facing skills and the ability to deliver customer service that supports high CSAT and NPS scores.
• Good analytical and problem-solving abilities.
• Ability to manage time, prioritize workload, and meet deadlines.
• Friendly, professional manner and a positive, enthusiastic approach.
• Ability to use initiative and work independently as well as contribute effectively as a team member.
• Ability to work in a dual working environment.
• Strong working knowledge of current Microsoft Windows Server operating systems.
• Good knowledge of Windows database servers and SQL Server performance tools, such as SQL Profiler.
• Experience or understanding of database-centric, client-server, and web-enabled environments.
• Experience or understanding of implementing new systems into existing infrastructures.
• Knowledge of Web APIs.
• Ability to write and understand SQL queries.
• Knowledge of SQL query tracing, indexing, and optimization.
• Knowledge of TCP/IP and fundamental networking concepts.
• Commitment to lifelong learning and proactive work to reduce customer escalation risk.
• Self-motivated, positive, and able to approach problem-solving logically and methodically, including under pressure.
• Excellent communication skills and the ability to select the most appropriate communication method.
• Ability to remain calm and patient under pressure.
• Motivation and ability to teach yourself new areas and share knowledge with team members through guidance or internal training.
• Willingness and appetite to adopt and use AI tools to improve work efficiency.

Nice To Haves

• Knowledge of the Unit4 ERP product and related applications.
• Knowledge of or experience with ServiceNow.
• ITIL knowledge.
• Experience with Web Services.
• Experience working with cloud-enabled servers or technology in a SaaS Azure setting.

Responsibilities

• Provide professional, efficient, and effective support for customer cases and other customer-support tasks.
• Progress customer issues through to resolution, liaising with colleagues and R&D as appropriate.
• Investigate, process, and document application defects referred to the Technical Support team.
• Identify potential escalation risks and coordinate additional resources needed for investigations.
• Take ownership of complicated customer escalations 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 Support Team Leader.
• Identify service-improvement or chargeable-activity opportunities and raise them through the appropriate channels.
• Manage a personal development plan covering product and technical knowledge as well as soft skills.
• Train and mentor less experienced team members on product knowledge, skills, and processes.
• Work as part of a team to assist colleagues.

Benefits

• Flexible Leave Paid Time Off policy.
• Remote working opportunities.
• Global Wellbeing Days.
• Other benefits (not specified).
• Growth opportunities, with tools and guidance to support employees' development.
• Talented 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: Senior
• Education Level: No Education Listed