Senior Technical Support Consultant

Unit4; England; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Remote working opportunities

Flexible leave policy

Global wellbeing days

Career growth opportunities

Inclusive working environment

Job summary

Unit4 is seeking a Senior Technical Support Consultant for Unit4 ERP to act as the first point of contact for customers on IT and business-application questions. You will provide professional, efficient support to resolve cases and complete tasks supporting our customer base.

You will liaise with colleagues and R&D to progress issues to a resolution. You will investigate and document defects, proactively highlight escalation risks, and coordinate resources.

Qualifications

• Excellent communication and interpersonal skills, fluent in English, both verbal and written.
• Solid knowledge of Microsoft Windows Server OS and related infrastructure.
• Experience in customer support and handling escalations with CSAT/NPS awareness.
• Ability to diagnose issues, analyze data, and communicate solutions clearly.
• Strong time management and ability to work in a dual or team environment.
• Familiarity with databases, SQL queries, and web-enabled environments.

Responsibilities

• Be the first point of contact for IT and Business Application questions for Unit4 ERP customers.
• Progress issues to conclusion, liaising with colleagues and R&D as needed.
• Investigate, document and report defects to the Technical Support team.
• Highlight escalation risks and coordinate resources to assist investigations.
• Own customer escalations and keep customers updated on progress.
• Comply with security requirements and company policies.

Skills

Strong communication

Fluent English

Windows Server knowledge

SQL knowledge

Customer support experience

Problem solving

Team player

Networking concepts

IT security awareness

Tools

SQL Server

SQL Profiler

Job description

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 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.

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 escalation

Nice to have:

• Knowledge of the Unit4 ERP product and surrounding applications
• Knowledge or experience with ServiceNow
• ITIL knowledge
• Experience of Web Services
• Working with cloud enabled servers/technology in a Saas (Azure) setting

Your profile:

• You should be self-motivated with a positive attitude
• You exhibit excellent analytical skills, approaching problem solving with a logical and solid methodology, with the ability to work under pressure
• You should exhibit excellent communication skills, carefully selecting the most appropriate method
• Ability to manage your own time to prioritise workload and meet deadlines
• Ability 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 skills
• Willingness and appetite to adopt and use AI tools to aid efficiency in your work

Additional Information

Who we are

We 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 offer

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits
• growth opportunities - 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 work
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 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 are
• Inclusive hiring at Unit4: Building equal opportunities for all

Background check

This 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. No worries – we'll handle it according to local privacy laws and keep your information safe. Questions? Feel free to reach out!