Senior Technical Support Consultant

Unit4; Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Flexible Leave

Remote working opportunities

Global Wellbeing Days

Career growth

Job summary

Unit4 is a cloud ERP provider with a people-centric approach, delivering self-driving, adaptive software for mid-market organisations. This role is the Senior Technical Support Consultant for Unit4 ERP, serving as the first contact for IT and Business Application questions, guiding issues to resolution, and liaising with R&D as needed.

You will document defects, coordinate escalation risk, and help drive service improvements while developing both product knowledge and soft skills within the

Qualifications

• Strong communication skills in English, both written and verbal.
• Good knowledge of Microsoft technologies and IT infrastructure.
• Experience in customer support is advantageous.
• Ability to manage time and meet deadlines.
• Experience with SQL queries and databases.
• Willingness to learn and share knowledge.
• Ability to work in a team and independently.
• Knowledge of Windows Server and SQL Server tools.

Responsibilities

• Be the first point of contact for IT and business application questions.
• Progress issues to conclusion, coordinating with colleagues and R&D.
• Investigate, document, and report application defects.
• Handle escalations and keep customers updated.
• Identify process improvements and potential chargeable activities.
• Plan personal development and mentor less experienced teammates.
• Work in a team environment to help and assist colleagues.

Skills

English fluency

Microsoft technologies

Customer support

Problem solving

Time management

Team player

Networking basics

Tools

SQL Server

Windows Server

SQL Profiler

Web API

Azure

ServiceNow

Job description

Meet Unit4 .With over 40 years of heritage,we’re an agile, fast growing, Cloud company that ison a mission toredefineEnterpriseResource Planning (ERP) for mid-market people-centric organisations.

With ourinnovative, 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 enablesdifferent priorities fordifferent people.

We’re shapinghow work shouldfeel,and we empowerourpeopleby providing them with the right tools to achieve the autonomy they need - it's what makes us unique

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 SupportTeam 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 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 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 area people-first communitythatnurturesall the areas that surround your working experience.With us, you’ll be surrounded by ahigh-performanceteam that supports yourauthentic self and celebrates your uniqueness.

We believe that‘How work should feel’is an evolvingstatement.Work goes beyond tasks and everyday responsibilitiesit’s about feeling valued, empowered, promoted, impactful, seen, andappreciated.

We are reimagining how work makes people feel.

What we offer

• a culture built on trustand accountability- giving you the freedom and autonomy to be successfuland make an impact
• balance - with ourFlexible Leave Paid Time Off policy, remote workingopportunities,Global Wellbeing Days,and other great benefits
• growth opportunities -we provide the tools and guidance required so that you can focus on what really mattersto youandso, ultimately,you canachieve 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 ourEnvironmental, Social, and Governance strategy andAct4Good 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:

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!