Senior Technical Support Consultant

Company Description Meet Unit
4. 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.  At the heart of what we do lies a simple yet profound purpose:
Improve how people work by focusing on what truly matters. A powerful statement that enables different priorities for different people. We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique

Job Description 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  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

You 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 learning

Pre-emptive proactive work to avoid the risk of customer…