[Hiring] Associate Application Support Consultant @Unit4

Role Description

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 in the resolution of support cases and the completion of a variety of other tasks required to support our customer base.

• 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 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 Services 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.
• Work in a team environment to help and assist colleagues.

Qualifications

• 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
• Exhibits good analytical and problem-solving abilities
• Ability to manage your own time to prioritise 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

Benefits

• A culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
• Balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
• Growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work
• Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• A commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.