Senior ERP Support Consultant: Proactive Issue Resolver

UNIT4 NV; Greater London; Hybrid; GBP 42,000 - 63,000; Full time

Job summary

Unit4 ERP is seeking a Senior Technical Support Consultant to be the first point of contact for customers on IT and Business Application questions related to Unit4 ERP. You will deliver professional, efficient support to resolve issues and support a wide range of customer tasks.

You will coordinate with colleagues and R&D to progress issues, investigate defects, handle escalations, and ensure progress is communicated to customers.

Responsibilities

• Be the first point of contact for customers on IT and Business Application questions for Unit4 ERP.
• Provide professional, efficient, and effective support to resolve cases and support customers.
• Progress issues to conclusion by liaising with colleagues and R&D as appropriate.
• Investigate, process and document application defects passed to Technical Support.
• Be proactive in highlighting potential escalation risks with your Team Leader and coordinate resource requirements to assist with investigation.
• Handle customer escalations, taking ownership of complicated issues and keeping customers updated on progress.
• To comply with the Company’s information and Security Requirements and all Company procedures, policies, and ISO standards.
• To investigate, document and present process improvements that enhance the customer experience.
• Identify opportunities for service improvement or chargeable activities and raise these via appropriate channels.
• Your personal development plan should include product knowledge and soft skills development.
• To train and mentor less experienced team members around product knowledge, skills and processes.
• Work in a team environment to help and assist colleagues.

Job description

Unit4 ERP is seeking a Senior Technical Support Consultant to be the first point of contact for customers on IT and Business Application questions related to Unit4 ERP. You will deliver professional, efficient support to resolve issues and support a wide range of customer tasks.

You will coordinate with colleagues and R&D to progress issues, investigate defects, handle escalations, and ensure progress is communicated to customers.