Unit4
Software
TechnicalSupportConsultant
Neural analysis suggests this role is
optimal for not-applicable candidates.
“Technical Support Consultant at Unit4. Skills: Customer Support, Technical Support, SQL, Networking. Provide professional support service. Provide efficient support service”
What You'll Achieve.
High CSAT scores; High NPS scores
Industry & Context.
Problem-solving abilities; Analytical skills; Investigate issues; Troubleshoot issues
Security clearance, Background checks, 10am CET start time
What They're Looking For.
Must Have
Fluent in English (verbal and written), Common knowledge of Microsoft technologies, Common knowledge of workplace processes, Common knowledge of IT infrastructure, Working knowledge of current Microsoft Windows Server operating systems, Ability to manage own time, Ability to prioritise workload, Ability to meet deadlines, Ability to use initiative, Ability to work alone, Ability to be a team player, Ability to work in a dual working environment, Ability to write SQL queries, Ability to understand SQL queries, Knowledge of TCP/IP, Knowledge of fundamental networking concepts, Commitment to lifelong learning, Pre-emptive proactive work to avoid escalation risk
Nice to Have
Previous experience in Customer Support environment, Knowledge of Unit4 ERP product, Knowledge of Unit4 surrounding applications, Experience with ServiceNow, ITIL knowledge, Experience of Web Services, Experience with cloud enabled servers/technology in a Saas (Azure) setting
What You'll Do.
Provide professional support service
Provide efficient support service
Provide effective support service
Resolve support cases
Complete support tasks
Progress issues to conclusion
Liaise with colleagues
Investigate application defects
Process application defects
Document application defects
Highlight escalation risks
Coordinate resource requirements
Assist with investigation
Handle customer escalations
Take ownership of issues
Update customers of progress
Comply with security requirements
Comply with business procedures
Comply with ISO standards
Document process improvements
Present process improvements
Identify service improvement opportunities
Identify chargeable activities
Raise opportunities via channels
Manage personal development plan
Train less experienced members
Mentor less experienced members
How You'll Work.
Team & Collaboration
Liaise with colleagues; Work in a team environment; Assist colleagues
Communication Scope
Customer communication; Customer updates
Full Job Description
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](http://unit4.com) about how we transform work and how people feel about it, so our customers and their people can thrive. 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 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 Technical 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 Support 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
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