Full-Time Technical Support Consultant

What you will do?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 provide professional, efficient, and effective support service to Unit4 customers in the resolution of support cases and other tasks required to support our customer base.

Liaise with colleagues and R&D to progress each issue to conclusion.

Investigate, process, and document application defects.

Proactively highlight potential escalation risks with your Team Leader and coordinate additional resource requirements for investigation.

Handle customer escalations, take ownership of complicated issues, and keep customers updated on 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 to the Customer Support Team Leader to enhance the customer experience.

Identify opportunities for service improvement or chargeable activities and raise them via the appropriate channels.

Develop a personal plan for product/technical and soft skill development.

Train and mentor less experienced team members on product knowledge, skills, and processes.

Work in a team environment to assist colleagues.

Must have:

• Strong communication, interpersonal skills, and fluent English (verbal and written)
• Common knowledge of Microsoft technologies, workplace processes, and IT infrastructure
• Previous experience in a Customer Support environment (advantageous)
• Exceptional customer-facing skills, understanding, and implementation of exceptional customer service resulting in high CSAT and NPS scores
• Good analytical and problem-solving abilities
• Ability to manage time, prioritize workload, and meet deadlines
• Friendly and professional manner with an enthusiastic positive approach to tasks
• Ability to use initiative and work independently as well as collaboratively
• 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 (e.g., SQL profiler)
• Strong experience/understanding in database-centric, client-server to web-enabled environments, implementing 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 customer escalation risks

Nice to have:

• Knowledge of the Unit4 ERP product and surrounding applications
• Knowledge or experience with ServiceNow
• ITIL knowledge
• Experience with Web Services
• Working with cloud-enabled servers/technology in a SaaS (Azure) setting

Your profile:

• Self-motivated with a positive attitude
• Excellent analytical skills, approaching problem-solving with a logical methodology
• Excellent communication skills
• Ability to manage time, prioritize workload, and meet deadlines
• Ability to remain calm under pressure and be patient
• Ability and motivation to self-teach and share knowledge with team members
• Excellent time management skills
• (If possible) Starting work time of 10am CET to cover UK business hours

What is the last date for applying to the job?

Which countries are accepted for this remote job?