Associate Application Support Consultant - Dutch Speaker Wrocław, Poland

UNIT4 NV; Wrocław; Hybrid; PLN 90,000 - 120,000; Full time

Job summary

UNIT4 NV in Poland seeks an Application Support Consultant to be the first point of contact for IT and Business Application questions. You will provide professional, efficient support to UNIT4 customers, resolving cases and performing a range of tasks to support the customer base.

Key duties include progressing issues to conclusion with colleagues and R&D, documenting defects, managing customer escalations, and ensuring compliance with ISO standards.

Qualifications

• Experience in handling customer inquiries via ticketing systems.
• Ability to document defects and coordinate with R&D teams.
• Proactive in raising escalation risks to the Team Leader.

Responsibilities

• Progress issues to conclusion, liaising with colleagues and R&D as needed.
• Investigate, process and document application defects.
• Be proactive in highlighting escalation risks with your Team Leader and coordinate resources.

Skills

Customer support

IT knowledge

Communication skills

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.

What you will do

• 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.