Application Support Consultant

UNIT4 NV; Friendly (MD); On-site; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as an Application Support Consultant, where you'll empower customers with innovative software solutions. In this dynamic role, you'll be the first point of contact for clients, ensuring their queries are resolved efficiently while collaborating with technical teams. With a commitment to professional development and a culture of trust, this position offers a unique opportunity to grow within a high-paced environment. Embrace the chance to enhance customer experiences and contribute to the evolution of cloud ERP solutions in a supportive and inclusive workplace.

Benefits

Uncapped Time Off

Remote Working Opportunities

Global Wellbeing Days

Employee Resource Groups

Sustainability Initiatives

Qualifications

• Strong communication skills and fluent in English.
• Exceptional customer-facing skills and time management.

Responsibilities

• Provide professional support to customers on application-related questions.
• Investigate and document application defects and process improvements.

Skills

Communication Skills

Customer Service

Analytical Skills

Problem Solving

Time Management

Team Collaboration

Tools

ServiceNow

SQL

Azure

Job 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 and other software solutions that work for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people 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

What you will do:

As an Application Support Consultant (for Unit4 Financials by Coda), 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 Financials by Coda customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base.

We also see this role providing assistance and coverage with our Technical Support Consultants as we aim to provide global coverage for our customers.

• Process and solve cases, incidents and service requests in a timely and qualitative way.
• 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 Support 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.
• To 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 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 Support 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
• Prepared to grow independently by acquiring the necessary knowledge.
• Strong Team Player
• Finding the best solution by collaborating with other teams (Products, Success, R&D, …)
• Contribute to the daily improvement of the Support process.
• A love of capturing knowledge and sharing via articles.
• A leaning towards learning more technical activities and diagnosis e.g. Azure cloud, Identity Authorization and api's.

Nice to have:

• Knowledge or the Unit4 Financials by Coda software.
• Knowledge or experience with ServiceNow.
• Common knowledge of SQL.
• ITIL knowledge.
• Previous experience of working with SaaS products.

Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast paced, high-growth, people-centric company, delivering enterprise software for a great people experience,and offering our own people a host of benefits and development opportunities. Grow with us.

At Unit4, we offer:
• a culture built on trust - giving you the freedom and autonomy to be successful,
• balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Dayswhen the whole company can switch off and prioritize well-being,
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talentin the software industry,
• a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone atUnit4 to come together and engage in actions that benefit society and the planet,
• a safe and inclusive working environment – supported by our Employee Resource Groups, which areopen to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, andPeople of Color at Unit4.

Unit4 is committed to ensuring equal opportunity for everyone. Together, we continue to build an inclusive culture that encourages and celebrates the diversity of our employees, where they all are seen as a real value to the company. We guarantee a fair consideration for employment, without discrimination. Thats why we make our hiring decisions solid based on merit, qualifications and current business needs. We invite you to be a part of this diversity and join our community!

Take a look at some of the other great opportunities at Unit4.