Senior Technical Support Consultant

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.

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.
• 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.
• 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.
• Comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards.
• Investigate, 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 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, 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.
• 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 customer escalation.

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:

• Self‑motivated with a positive attitude.
• Excellent analytical skills, approaching problem solving with a logical and solid methodology, with the ability to work under pressure.
• Excellent communication skills, carefully selecting the most appropriate method.
• Ability to remain calm under pressure and to be patient.
• 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.
• 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 prioritise 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!