Application Support Consultant

3 days ago

Reading, United Kingdom Unit4 Full time

**Company Description**:
**What you will do**

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.
- To progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate.
- 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.
- 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**:
**Qualifications and Knowledge Must have**:

- Thorough knowledge on a given Unit4 ERP module - knowledge on other module(s) will be an asset
- 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 Service 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
- Strong Team Player
- Possess ability to work in a Dual Working Environment 2 Confidential and Proprietary

**Nice to have**:

- Knowledge or experience with ServiceNow
- ITIL knowledge
- Previous experience of working within Corporate IT

**Your profile**

Inquisitive individual who is organised, diligent and possesses a good understanding of Unit4’s ERP product. You will be comfortable working with managers from across the business, looking for win-win outcomes. You will ideally enjoy working with support consultants and customers and get satisfaction from positive results.

**Additional Information**:
**We offer**:
We offer work which is a meaningful and inspiring experience. We will invest in you, nourish you and value you. We offer formal training and education opportunities to develop your skills in the direction you wish to take, we offer experience in different departments and teams to give you experiences which will help you find where you are happiest. We offer work / life balance, unlimited paid time off, and a culture of respect and being successful.

**Job Location**:

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