Associate Application Support Consultant - Dutch Speaker

Unit4; Wrocław; On-site; PLN 80,000 - 120,000; Full time

Job summary

Unit4 is seeking an Application Support Consultant to be the first point of contact for customers on IT and business application questions. You will provide professional, efficient support to resolve cases and coordinate with colleagues and R&D as required.

You will investigate defects, document findings, and help identify service improvements while maintaining progress updates for customers and ensuring compliance with security and company procedures.

Qualifications

• Excellent communication and problem-solving skills.
• Ability to document issues and communicate progress clearly.

Responsibilities

• Act as first point of contact for IT and Business Application questions.
• Progress issues to resolution, coordinating with colleagues and R&D as needed.
• Investigate and document defects and potential process improvements.
• Manage customer escalations and keep customers updated on progress.
• Adhere to company information security requirements and ISO standards.

Job description

As an Application Support Consultant, 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.

• Progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate.
• Investigate, process and document application defects passed to the Application 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 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.
• You will be responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development.
• Work in a team environment to help and assist colleagues.