Unit4
ERP software
TechnicalSupportConsultant
Neural analysis suggests this role is
optimal for not-applicable candidates.
“Technical Support Consultant at Unit4. Skills: Technical Support, Customer Service, Problem Solving, Communication. first point of contact for our customers on IT and Business Application related questions for our solutions. 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”
What You'll Achieve.
high CSAT and NPS scores; resolution of support cases; completion of a variety of other tasks required to support our customer base; progress each issue through to conclusion; avoid the risk of customer escalation; enhance the customer experience; aid efficiency in your work
Industry & Context.
analytical and problem-solving abilities; logical and solid methodology; approaching problem solving with a logical and solid methodology
Possess ability to work in a dual working environment, security clearance required for customer projects and access to sensitive (customer) data, background checks may be required, disclosure of personal information including criminal record declaration, right to work, personal identification and work history may be required
What They're Looking For.
Must Have
communication, interpersonal 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 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 team player., Possess ability to work in a dual working environment, working knowledge of current Microsoft Windows Server operating systems, Good knowledge of Windows Database server and SQL Server performance tools (eg. SQL profiler), 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, You possess the ability to write and understand SQL queries., You have knowledge of TCP/IP and fundamental networking concepts., Commitment to lifelong learning, Pre-emptive proactive work to avoid the risk of escalation
Nice to Have
Previous experience of working in a Customer Support environment is an advantage, Knowledge of the Unit4 ERP product and surrounding applications, Knowledge or experience with ServiceNow, ITIL knowledge, Experience of Web Services, Working with cloud enabled servers/technology in a Saas (Azure) setting, You should be self-motivated with a positive attitude, You exhibit excellent analytical skills, approaching problem solving with a logical and solid methodology, with the ability to work under pressure, You should exhibit excellent communication skills, carefully selecting the most appropriate method, Ability to manage your own time to prioritise workload and meet deadlines, Ability to remain calm under pressure and to be patient., You should possess the ability and motivation to self-teach in new areas and be prepared to pass on existing and new knowledge to other team members through guidance and/or internal training., You should have excellent time management skills, Willingness and appetite to adopt and use AI tools to aid efficiency in your work, If possible starting work time of 10am CET to cover our UK business hours.
What You'll Do.
first point of contact for our customers on IT and Business Application related questions for our solutions
provide a professional
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
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
Comply with the Company’s information and Security Requirements and all Company Business procedures
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 to raise these via the appropriate channels
responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development
eventually train and mentor less experienced members of the team around product knowledge
Work in a team environment to help and assist colleagues
How You'll Work.
Team & Collaboration
liaising with colleagues and R&D, as appropriate; highlighting potential escalation risks with your Team Leader; Work in a team environment to help and assist colleagues; pass on existing and new knowledge to other team members through guidance and/or internal training
Communication Scope
fluent in English (verbal and written); Exceptional Customer facing skills; excellent communication skills, carefully selecting the most appropriate method
Process & Methodology
Ability to manage your own time to prioritise workload and meet deadlines, excellent time management skills
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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