Application Support Consultant Jobs

Company Description

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.

Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

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.

Key Tasks and Responsibilities

• Process and solve cases incidents and service requests in a timely and qualitative way.
• Investigate, process and document application defects passed to the Application Support team.
• Investigate, document, and present to the Customer Services Team Leader process improvements that enhance the customer experience.
• Be proactive in highlighting potential escalation risks with your Team Leader and coordinate additional resource requirements to assist with the investigation.
• Comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards.
• Deliver great customer outcomes.
• Identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels.
• Test and document newly released fixes and features
• Produce clear and detailed Knowledge Articles and documentation to assist customers and other support departments.
• Actively assist in progressing investigations offline for other regions/time zones
• Handle customer escalations, taking ownership of complicated issues, and always keep customers updated on progress.
• Work in a team environment to help and assist colleagues.
• Verify and action automated alerts.

Qualifications

We’re looking for people with the right attitude and the desire to learn and grow. We want great people who want to be part of great teams. Both graduates and experienced professionals are welcome to apply.

• Common knowledge of Microsoft technologies, workplace processes and IT infrastructure.
• Exhibits good analytical and problem-solving abilities.
• Strong Team Player.
• Friendly and professional manner with an enthusiastic positive approach to tasks
• Able to use initiative and work alone, and as part of a team.
• Strong communication skills and fluent in English (verbal and written).
• Common knowledge of SQL.
• Ability to manage your own time to prioritise workload and meet deadlines.
• Application support experience with some form of ERP or enterprise business applications such as Deskera, Epicor, IFS, Infor, IQMS, Microsoft Dynamics, Oracle, Plex, QAD, Ramco, Sage, SAP, Syspro, Unit4 Agresso, Workday, or other integrated ERP or business application.
• Previous experience of working in a Customer Service environment is an advantage.
• Exceptional Customer-facing skills, understand and be able to implement the concept of exceptional Customer Service.

Nice to Have

• ITIL knowledge.
• Previous experience of working within Corporate IT.

Additional Information

We offer:

A chance to participate in the development of a leading global software firm. You will have the opportunity to work within an organization, that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.

At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy. In addition, you can continue to grow your career into other positions and for example, handle the cloud environments for our customers based on Azure infrastructure.