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- Tasks: Provide top-notch support for customers using Unit4 ERP software.
- Company: Join a people-centric company revolutionising ERP solutions for service organisations.
- Benefits: Enjoy remote work, uncapped time off, and global wellbeing days.
- Why this job: Be part of a fast-paced team that values personal growth and social impact.
- Qualifications: Strong communication skills and experience in customer support are essential.
- Other info: This role may require security clearance for customer projects.
The predicted salary is between 36000 - 60000 £ per year.
20 hours ago Be among the first 25 applicants
Company 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.
Company 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 about how we transform work and how people feel about it, so our customers and their people can thrive.
Job Description
Role is remote from UK.
What you will do?
- 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.
- 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 skill development.
- To eventually 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
Must have:
- 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 (eg. 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
Nice To Have
- 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
Your Profile
- 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.
Additional Information
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 is remote from UK, we have shared office spaces available via a 3rd party.
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!
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Software Development
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Senior Technical Support Consultant employer: Unit4 Teta
Contact Detail:
Unit4 Teta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Consultant
✨Tip Number 1
Familiarise yourself with Unit4 ERP and its features. Understanding the product inside out will not only help you answer customer queries effectively but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Brush up on your SQL skills, especially writing and understanding queries. Since the role requires a strong grasp of database performance tools, being able to showcase your technical expertise in this area can set you apart from other candidates.
✨Tip Number 3
Prepare for situational questions that assess your problem-solving abilities. Think of examples where you've successfully handled customer escalations or complex issues, as these experiences will highlight your suitability for the role.
✨Tip Number 4
Network with current or former employees of Unit4 on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge and help you tailor your approach when applying.
We think you need these skills to ace Senior Technical Support Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Senior Technical Support Consultant role. Focus on your customer support experience, technical knowledge, and any specific software or tools mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and technology. Mention specific examples of how you've successfully resolved complex issues in previous roles and how you can contribute to enhancing the customer experience at Unit4.
Highlight Soft Skills: In your application, emphasise your communication and interpersonal skills. Provide examples of how you've effectively collaborated with teams and managed customer expectations, as these are crucial for the role.
Showcase Continuous Learning: Mention any relevant certifications or training you've completed, especially in areas like ITIL, SQL, or cloud technologies. This demonstrates your commitment to lifelong learning and staying updated in the tech field.
How to prepare for a job interview at Unit4 Teta
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of Unit4 ERP and its features. Familiarise yourself with how it empowers users and enhances their work experience. This knowledge will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Senior Technical Support Consultant, exceptional customer service is key. Prepare examples from your past experiences where you successfully resolved customer issues or improved their experience. Highlight your communication skills and ability to remain calm under pressure.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled complex technical problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and logical approach to problem-solving.
✨Prepare for Technical Questions
Expect questions related to Microsoft technologies, SQL queries, and networking concepts. Brush up on your technical knowledge, especially around Windows Server and database performance tools. Being able to articulate your understanding will set you apart from other candidates.
