Associate Application Support Consultant

This is a fully remote position, open to applicants in Poland.

📋 Description

• In the role of Application Support Consultant, you will serve as the primary point of contact for our clients regarding IT and Business Application inquiries related to our solutions.

• Deliver a professional, efficient, and effective support service to Unit4 clients, aiding in the resolution of support cases and performing a variety of tasks necessary to support our customer base.

• Manage each issue until resolution, collaborating with colleagues and R&D as necessary.

• Investigate, document, and process application defects assigned to the Application Support team.

• Proactively identify potential escalation risks to your Team Leader and coordinate any additional resource needs for investigation.

• Address customer escalations, taking ownership of complex issues while keeping customers informed of progress.

• Adhere to the Company’s information and Security Requirements, along with all Company Business procedures, policies, and ISO standards.

• Explore, document, and present process improvements to the Customer Services Team Leader that enhance the customer experience.

• Take charge of your personal development plan, ensuring it encompasses both product/technical knowledge and soft skill enhancement.

• Provide training and mentorship to less experienced team members regarding product knowledge, skills, and processes.

• Collaborate within a team environment to support and assist colleagues.

⛳️ Requirements

• Excellent communication skills with fluency in English (both verbal and written).

• Basic knowledge of Microsoft technologies, workplace processes, and IT infrastructure.

• Outstanding customer-facing skills, with an understanding of and ability to deliver exceptional Customer Service.

• Previous experience in a Customer Service environment is advantageous.

• Demonstrates strong analytical and problem-solving skills.

• Capable of managing your own time effectively to prioritize tasks and meet deadlines.

• Friendly and professional demeanor with an enthusiastic and positive approach to tasks.

• Ability to take initiative and work independently, as well as collaboratively within a team.

• Strong team player.

• Ability to operate in a Dual Working Environment.

• Preferred: A background in finance (either through education or experience) is a significant advantage.

• Familiarity with a specific Unit4 ERP module or other modules is beneficial.

• Knowledge or experience with ServiceNow.

• ITIL knowledge.

• Previous experience in Corporate IT is a plus.

🏝️ Benefits

• A culture founded on trust and accountability, providing you with the freedom and autonomy to succeed and make a difference.

• Work-life balance through our Flexible Leave Paid Time Off policy, remote work opportunities, Global Wellbeing Days, and additional valuable benefits.

• Opportunities for growth, with tools and guidance available to help you focus on what truly matters, enabling you to achieve your best work.

• Collaborate with talented colleagues, role models, and mentors, allowing you to work, learn, and be inspired by some of the finest talent in the software industry.

• A commitment to sustainability, demonstrated through initiatives like our Environmental, Social, and Governance strategy and the Act4Good program.

• A safe and inclusive working environment, supported by our Employee Resource Groups, which are open to everyone.