Senior Technical Support ConsultantFull-timeCompany DescriptionMeetUnit4. 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 uniqueJob DescriptionWhat you will do?As aSenior 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.QualificationsMust have: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 be self-motivated with a positive attitudeYou exhibit excellent analytical skills, approaching problem solving with a logical and solid methodology, with the ability to work under pressureYou should exhibit excellent communication skills, carefully selecting the most appropriate methodAbility to manage your own time to prioritise workload and meet deadlinesAbility to remain calm under pressure and to be patient.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 areWe 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.We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated.We are reimagining how work makes people feel.What we offeraculturebuilt on trust and accountability - giving you the freedom and autonomy to be successful and make an impactbalance- with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other greatbenefitsgrowthopportunities - 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 worktalentedcolleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industrya commitment tosustainability- with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programmeasafe and inclusiveworking environment – supported by our Employee Resource Groups, which are open to all.Our commitment to equityUnit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. 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 checkThis 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. 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