Full-Time Application Support Consultant

What you will do:As an Application Support Consultant (for Unit4 Financials by Coda), you are the first point of contact for our customers on IT and Business Application related questions for our solutions. You will provide professional, efficient, and effective support to Unit4 Financials by Coda customers.

Responsibilities include:

• Resolving support cases.
• Completing various support tasks.
• Providing assistance and coverage to Technical Support Consultants.
• Processing cases, incidents, and service requests timely and qualitatively.
• Investigating, processing, and documenting application defects.
• Highlighting potential escalation risks with Team Leader.
• Coordinating additional resource requirements for investigations.
• Handling customer escalations and keeping customers updated.
• Complying with company information and security requirements, policies, and standards.
• Investigating, documenting, and presenting process improvements to Customer Support Team Leader.
• Identifying service improvement opportunities and raising them through appropriate channels.
• Developing a personal development plan including product/technical and soft skill development.
• Training and mentoring less experienced team members.
• Working in a team environment.
• Contributing to the daily improvement of the Support process.
• Capturing and sharing knowledge through articles.
• Learning technical activities and diagnosis (e.g., Azure cloud, Identity Authorization, APIs).

Requirements:

• Strong communication skills and fluent English (verbal and written).
• Common knowledge of Microsoft technologies, workplace processes, and IT infrastructure.
• Previous experience in Customer Support is a plus.
• Exceptional customer-facing skills and understanding of exceptional customer service.
• Strong analytical and problem-solving abilities.
• Ability to manage time, prioritize workload, and meet deadlines.
• Friendly and professional manner with an enthusiastic positive approach.
• Ability to use initiative and work independently and as part of a team.
• Preparedness to grow independently by acquiring necessary knowledge.
• Strong team player.
• Finding solutions by collaborating with other teams.
• Love for capturing and sharing knowledge.

Nice to haves:

• Knowledge of Unit4 Financials by Coda software.
• Knowledge or experience with ServiceNow.
• Common knowledge of SQL.
• ITIL knowledge.
• Previous experience working with SaaS products.

What is the last date for applying to the job?

Which countries are accepted for this remote job?