ERP Application Support Consultant

Unit4; Jakarta Pusat; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading Cloud company is seeking a Customer Support Specialist in South Jakarta. This role involves resolving support cases for ERP applications, focusing on improving customer experience. Ideal candidates are fluent in English and have strong communication and problem-solving skills. A hybrid work model is offered with opportunities for professional growth.

Benefits

Flexible Leave Paid Time Off

Remote working opportunities

Global Wellbeing Days

Commitment to sustainability initiatives

Inclusive working environment

Qualifications

• Application support experience with ERP or enterprise business applications.
• Fluent in English (verbal and written).
• Experience in a Customer Service environment is an advantage.

Responsibilities

• Investigate and resolve application problems for customers.
• Progress each issue to conclusion with appropriate departments.
• Document and present process improvements to enhance customer experience.

Skills

Strong communication skills (English)

Customer-facing skills

Problem-solving abilities

Time management

SQL knowledge

Tools

ITSM ServiceNow

ERP applications (e.g., SAP, Oracle)

Microsoft technologies

Job description

Overview

Meet Unit4. 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 unique.

Job Description

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:

• To investigate, document and resolve the application problems passed to the Customer Support team via Unit4’s case logging system.
• To progress each issue through to conclusion, liaising with colleagues and other departments, as appropriate.
• To process all support cases adhering to Service Level Guidelines.
• Handle customer escalations, take ownership of complicated issues, and communicate these accordingly.
• To investigate, document and present to the Customer Services 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.
• To train and mentor less experienced members of the team around product knowledge, skills and processes.
• Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation.
• Actively contribute to and participate in knowledge sharing activities.
• It will be an added advantage if you have experience managing clock-in devices

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.

• Strong communication skills and fluent in English (verbal and written).
• Willing to work hybrid in South Jakarta (Wednesday and Friday).
• Application support experience with some form of ERP or enterprise business applications such as Deskera, Epicor, IFS, Infor, IQMS, Microsoft Dynamics, Oracle, SAP, Syspro, Unit4 Agresso, Workday, or other integrated ERP or business application.
• Common knowledge of Microsoft technologies, workplace processes and IT infrastructure.
• 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.
• 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.
• Able to use initiative and work alone, and as part of a team.
• Strong Team Player.
• Intermediate knowledge of SQL.

Nice to Have

• ITIL knowledge.
• ITSM ServiceNow
• Previous experience of working within Corporate IT.
• Familiarity with financial and logistics modules in ERP or business applications.

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!