Application Support Consultant

Company Description

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people.
Set-driven, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so they can spend time on meaningful high-value work they live for.
Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

Job Description

To provide a professional, efficient and effective support service to Unit4 customers in resolving support cases and completing various related tasks to support our customer base.

Working hours may be on a rotating schedule: 9 AM – 6 PM, 8 AM – 5 PM or 12 PM – 9 PM MYT. This depends on customer support business requirements and will be communicated in advance.

Key Tasks and Responsibilities:

• Investigate, document, and resolve application problems reported via Unit4’s case logging system.
• Progress each issue to resolution, liaising with colleagues and other departments as needed.
• Process support cases according to Service Level Guidelines.
• Handle customer escalations, take ownership of complex issues, and communicate appropriately.
• Investigate, document, and suggest process improvements to enhance customer experience.
• Identify opportunities for service improvement or chargeable activities and raise these through proper channels.
• Train and mentor less experienced team members on product knowledge, skills, and processes.
• Proactively highlight potential escalation risks to your Team Leader and coordinate additional resources if needed.
• Participate in knowledge sharing activities actively.

Qualifications

We seek individuals with the right attitude and a desire to learn and grow. Both graduates and experienced professionals are encouraged to apply.

• Exceptional customer-facing skills with a strong understanding of delivering excellent customer service.
• Previous experience supporting Unit4 ERP software or similar is highly advantageous.
• Experience in HRIS/HCM/Payroll, especially Singapore Payroll, is highly desirable.
• Good analytical and problem-solving skills.
• Excellent communication skills; fluent in English, both written and oral.
• Basic knowledge of Microsoft technologies, workplace processes, and IT infrastructure.
• Ability to manage time effectively to prioritize workload and meet deadlines.
• Friendly, professional, and enthusiastic approach to tasks.
• Ability to work independently and as part of a team.
• Knowledge or experience with ServiceNow and ITIL.
• Basic knowledge of SQL.

Additional Information

At Unit4, we offer:

• A culture built on trust, providing autonomy to succeed.
• Work-life balance with uncapped time off, remote working, and Global Wellbeing Days.
• Talented colleagues, mentors, and role models in the software industry.
• Commitment to sustainability through initiatives like Act4Good.
• A safe, inclusive environment supported by Employee Resource Groups such as Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.