[Hiring] Senior Technical Support Consultant @Unit4

Role Description

As a Senior 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.

• 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 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 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, including both product/technical knowledge and 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.

Qualifications

• Strong communication, interpersonal skills and fluent in English (verbal and written).
• Common knowledge of Microsoft technologies, workplace processes, and IT infrastructure.
• Previous experience of working in a Customer Support environment is an advantage.
• 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 (e.g., 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.
• SQL query tracing, indexing, and optimisation knowledge.
• Knowledge of TCP/IP and fundamental networking concepts.
• Commitment to lifelong learning.
• Pre-emptive proactive work to avoid the risk of customer escalation.

Requirements

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

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 ultimately 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.