Technical Support Consultant

Unit4

1d•Hybrid

About The Position

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.

Requirements

Strong communication, interpersonal 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 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
Ability to write and understand SQL queries.
Knowledge of TCP/IP and fundamental networking concepts.
Commitment to lifelong learning
Pre-emptive proactive work to avoid the risk of customer escalation

Nice To Haves

Previous experience of working in a Customer Support environment is an advantage
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
Self-motivated with a positive attitude
Excellent analytical skills, approaching problem solving with a logical and solid methodology, with the ability to work under pressure
Excellent communication skills, carefully selecting the most appropriate method
Ability to remain calm under pressure and to be patient.
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.
Excellent time management skills
Willingness and appetite to adopt and use AI tools to aid efficiency in your work

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 Technical 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 to the Customer Support Team Leader process improvements that enhance the customer experience.
Identify opportunities for service improvement or chargeable activities and raise these via the appropriate channels.
Be responsible for your own personal development plan.
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.