Associate Application Support Consultant

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

What you will do

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.

To 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 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.

You will be responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development.

To 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.

Strong communication skills and fluent in English (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

Previous experience of working in a Customer Service environment is an advantage

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

Able to use initiative and work alone, and as part of a team

Strong Team Player

Possess ability to work in a Dual Working Environment

Nice to have:

Knowledge on a given Unit4 ERP module or other module(s) will be an asset

Knowledge or experience with ServiceNow

ITIL knowledge

Previous experience of working within Corporate IT

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us At Unit4, we offer:
• a culture built on trust - giving you the freedom and autonomy to be successful;
• balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being;
• 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 Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet;
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!