Senior Technical Support Consultant

Unit4; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Remote work opportunities

Flexible leave

Wellbeing days

Growth opportunities

Mentors

Sustainability initiative

Inclusive environment

Job summary

Unit4, a cloud ERP provider, is seeking a Senior Technical Support Consultant for Unit4 ERP in the United States. You will be the first point of contact for customers on IT and business-application queries, delivering professional, efficient support and guiding issues to resolution.

You will coordinate with colleagues and R&D, document defects, escalate when needed, and help improve customer experience. Strong English, Windows Server, SQL, and API knowledge are required; experience with SaaS and

Qualifications

• Must have excellent English communication skills.
• Experience in customer support is preferred.
• Strong analytical and problem-solving abilities.
• Ability to manage time and meet deadlines.
• Able to work in team and also independently.
• Experience with IT infrastructure and Windows Server.

Responsibilities

• Be the first point of contact for customers on IT and business application questions for Unit4 ERP.
• Progress issues to conclusion, liaising with colleagues and R&D.
• Investigate and document defects.
• Highlight escalation risks and coordinate resources to assist with investigation.
• Handle customer escalations and keep customers updated on progress.
• Comply with information security requirements and company policies.
• Document and present process improvements that enhance customer experience.
• Identify opportunities for service improvement and raise through channels.
• Train and mentor less experienced team members on product knowledge and processes.
• Work in a team environment to support colleagues.

Skills

Strong communication

Fluent in English

Customer-facing skills

Time management

Team player

Problem solving

Initiative

AI tools adoption

Tools

Windows Server

SQL Server

SQL queries

Web API

TCP/IP networking

Microsoft technologies

Job description

Company Description

Meet Unit4. With over 40 years of heritage,we’re an agile, fast growing, Cloud company that ison a mission toredefineEnterpriseResource Planning (ERP) for mid-market people-centric organisations.

With ourinnovative, 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 enablesdifferent priorities fordifferent people.

We’re shapinghow work shouldfeel,and we empowerourpeopleby providing them with the right tools to achieve the autonomy they need - it's what makes us unique

Job Description

What you will do?

• As a Senior Technical Support Consultant for Unit4 ERP, 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.
• To progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate.
• Investigate, process and document application defects passed to the Technical 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 SupportTeam 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 eventually 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, interpersonal 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 Supportenvironment is an advantage
• Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Serviceresulting in high CSAT and NPS scores
• 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
• Exhibit ability to use initiative and work alone but also exhibit ability to be a strong team player.
• Possess ability to work in a dual working environment
• Strong working knowledge of current Microsoft Windows Server operating systems
• Good knowledge of Windows Database server and SQL Server performance tools (eg. SQL profiler)
• Strong experience/understanding in the following areas:
  • working in a database-centric, client-server to web-enabled environment
  • implementation of new systems into existing infrastructures
  • Web API knowledge
• You possess the ability to write and understand SQL queries.
• SQL query tracing, indexing and optimisation knowledge.
• You have knowledge of TCP/IP and fundamental networking concepts.
• Commitment to lifelong learning
• Pre-emptive proactive work to avoid the risk of customer escalation

Nice to have:

• Knowledge of the Unit4 ERP product and surrounding applications
• Knowledge or experience with ServiceNow
• ITIL knowledge
• Experience of Web Services
• Working with cloud enabled servers/technology in a Saas (Azure) setting

Your profile:

• You should be self-motivated with a positive attitude
• You exhibit excellent analytical skills, approaching problem solving with a logical and solid methodology, with the ability to work under pressure
• You should exhibit excellent communication skills, carefully selecting the most appropriate method
• Ability to manage your own time to prioritise workload and meet deadlines
• Ability to remain calm under pressure and to be patient.
• You should possess the ability and motivation to self-teach in new areas and be prepared to pass on existing and new knowledge to other team members through guidance and/or internal training.
• You should have excellent time management skills
• Willingness and appetite to adopt and use AI tools to aid efficiency in your work

Additional Information

Who we are

We area people-first communitythatnurturesall the areas that surround your working experience.With us, you’ll be surrounded by ahigh-performanceteam that supports yourauthentic self and celebrates your uniqueness.

We believe that‘How work should feel’is an evolvingstatement.Work goes beyond tasks and everyday responsibilitiesit’s about feeling valued, empowered, promoted, impactful, seen, andappreciated.

We are reimagining how work makes people feel.

What we offer

• a culture built on trustand accountability- giving you the freedom and autonomy to be successfuland make an impact
• balance - with ourFlexible Leave Paid Time Off policy, remote workingopportunities,Global Wellbeing Days,and other great benefits
• growth opportunities - we provide the tools and guidance required so that you can focus on what really mattersto youandso, ultimately,you canachieve 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 ourEnvironmental, Social, and Governance strategy andAct4Good 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

Backgroundcheck

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!