With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations. With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work. 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.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.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.Work in a team environment to help and assist colleagues.Strong communication, interpersonal skills and fluent in English (verbal and written)Common knowledge of Microsoft technologies, workplace processes and IT infrastructurePrevious experience of working in a Customer Support environment is an advantageExceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service resulting in high CSAT and NPS scoresExhibits good analytical and problem-solving abilitiesAbility to manage your own time to prioritise workload and meet deadlinesFriendly and professional manner with an enthusiastic positive approach to tasksExhibit 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 environmentStrong working knowledge of current Microsoft Windows Server operating systemsGood 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 environmentimplementation of new systems into existing infrastructuresWeb API knowledgeYou possess the ability to write and understand SQL queries.SQL query tracing, indexing and optimisation knowledge.You have knowledge of TCP/IP and fundamental networking concepts.Commitment to lifelong learningPre-emptive proactive work to avoid the risk of customer escalationNice to have:Knowledge of the Unit4 ERP product and surrounding applicationsKnowledge or experience with ServiceNowITIL knowledgeExperience of Web ServicesWorking with cloud enabled servers/technology in a Saas (Azure) settingYour profile: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 skillsWillingness and appetite to adopt and use AI tools to aid efficiency in your workAdditional InformationWho we are We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness. What we offer a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefitsgrowth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work 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 Environmental, Social, and Governance strategy and Act4Good programme a safe and inclusive working environment - supported by our Employee Resource Groups, which are open to all. We know that diversity brings fresh perspectives, ideas, and solutions to our company. If you would like to know more about our commitment to diversity, visit our blogs: Our focus to DEI remains central to who we areInclusive hiring at Unit4: Building equal opportunities for allBackground check This role may require security clearance required for customer projects and access to sensitive (customer) data. 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 - we'll handle it according to local privacy laws and keep your information safe. Not ApplicableIndustry: Information Technology And Services
Technical Support Advisor Hybrid Working in London employer: UNIT4 Group
At Unit4, we pride ourselves on being a people-first organisation that fosters a culture of trust, accountability, and inclusivity. As a Senior Performance & Optimisation Consultant, you'll enjoy flexible working arrangements, opportunities for professional growth, and the chance to collaborate with some of the brightest minds in the software industry. Our commitment to sustainability and employee wellbeing ensures that you can thrive both personally and professionally while making a meaningful impact in your role.
