Senior Technical Support Consultant

Meet Unit4 .With over 40 years of heritage,we’re an agile, fast growing, Cloud company that ison 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 empowerourpeopleby providing them with the right tools to achieve the autonomy they need - it's what makes us unique

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.

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 Supportenvironment is an advantage
• Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Serviceresulting 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 escalation

Nice to have:

• Knowledge of the Unit4…