Full-Time Associate Application Support Consultant - Dutch Speaker

As an 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.

What you will do

• 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 proactive in highlighting potential escalation risks with your Team Leader and coordinate any additional resource requirements to assist with investigation.
• Handle customer escalations, taking ownership of complicated issues and always keep 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 Services 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 which must include both product/technical knowledge as well as 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.

Required Skills and Experience

• Strong communication skills and fluent in English and Dutch (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
• Good analytical and problem-solving abilities
• Ability to manage your own time to prioritize workload and meet deadlines
• Able to use initiative and work alone, and as part of a team
• Friendly and professional manner with an enthusiastic positive approach to tasks
• Possess ability to work in a Dual Working Environment
• Previous experience of working in a Customer Service environment is an advantage
• Knowledge or experience with ServiceNow is a plus
• Knowledge on a given Unit4 ERP module or other module(s) will be an asset
• ITIL knowledge is a plus

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