Agilyx - Support Consultant Unit 4 in Birmingham

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Job Context

Agilyx is a change-ready technology services company. Our dedicated team is passionate about empowering organisations with business-leading technology solutions. Whether we’re implementing an ERP solution or providing a full system analysis, we’re driven to deliver valuable, long-term solutions matched with a world-class customer services team.

About The Role

At Agilyx a Support Consultant is the first point of contact for our valued customers and requires a structured approach to work and time management with an ability to multitask. The role requires the ability to effectively handle reactive tasks whilst maintaining focus on objectives, deliverables, and deadlines. As a vital extension of the sales and professional services offering, the Support Consultant contributes to the achievement of company goals by recommending services and contributing to upsell or renewal opportunities. This role is heavily customer facing and responsible for:

• Responding to customer requests logged through Zendesk in order of age and priority to meet contracted service level agreements (SLA).
• Progressing each issue through to resolution by liaising with colleagues and utilising all available resources both internally and externally.
• Investigate, replicate in a standard database, and document application defects for escalation to Unit4.
• Encourage best practice use of the software where appropriate.
• Continuous improvement in ensure a high customer satisfaction rating and positive feedback.
• Provide clear advice and guidance on issue resolutions to educate customers and reduce recurring incidents.
• Provide regular ticket updates on complex or time consuming to ensure customers are aware of your progress.

About You

We are looking for someone who is a self-driven individual that is happy working as part of a global team. You will be passionate about business improvement and customer service with a commercial mindset. You are a relationship builder and are able to anticipate client\\\'s needs.

You Will Have

• Excellent written and verbal communication skills.
• Excellent organisational and time management skills
• Strong influencing, negotiation, and communication skills with an ability to manage effective customer and supplier relationships up to senior management level.
• Strong focus on quality and timeliness of deliverables.
• Proven analytical and problem-solving abilities.
• Self-motivated with initiative to work alone, and as part of a team
• Friendly and professional manner with an enthusiastic positive approach to tasks and exceptional customer satisfaction.
• Enjoy variety and challenges as an inherent part of the day-to-day role.

Experience & Skills

• Hands on experience of U4ERP as a System Administrator or end user is preferable.
• Experience supporting financial/HR application software in a multi customer environment – U4ERP desirable.
• Experience supporting SQL server and relational database applications with knowledge of IT infrastructures.
• Implementing U4ERP or equivalent system – full system cycle, an advantage.
• Working within, and having a full understanding of, a finance department and its functions and how they interact with other areas of the business.
• Knowledge of best practice business processes which includes, Finance, Procurement, Project Management and Human Resources/Payroll.
• Previous experience working in a customer service environment with exceptional customer facing skills.

Location

This is a remote first role with regular travel to Birmingham required 4 times a year. The role is open to candidates in the UK, Ireland and Portugal. At this time, we are unable to provide sponsorship.

Why You\\\'ll Love It Here

• Flexible working
• Ownership of your role and the ability to drive impact for our team and our customers
• Join a collaborative, inclusive, and energetic team that values your voice
• Enjoy career growth opportunities and mentorship from experienced professionals

We believe that the unique contributions of our team create our success. To ensure that our culture continues to incorporate everyone\\\'s perspectives and experience, we never discriminate based on race, religion, national origin, gender, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

The successful applicant will be required to pass reference checks.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting

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