Technical Support Consultant

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 that works 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.

What you will do

• As a Technical 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 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 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.

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 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
• 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
  • working knowledge of Java containers (e.g. Glassfish, Wildfly, JBoss)
  • implementation of new systems into existing infrastructures
  • Java based applications
• You possess the ability to write and understand SQL queries.
• You have knowledge of TCP/IP and fundamental networking concepts.

Nice to have:

• Knowledge of the Unit4 Financials (by CODA) product
• Knowledge or experience with ServiceNow
• ITIL knowledge
• Language skills in either French, German, or Dutch
• Basic Accountancy knowledge
• Experience of Web Services and XMLi
• Experience in Unix/Linux/iSeries/Oracle Databases

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

A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.