Technical Support Consultant

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

📋 Description

• In the role of a Technical Support Consultant for Unit4 ERP, you will serve as the primary contact for our customers regarding IT and Business Application inquiries related to our solutions.

• Deliver a professional, efficient, and effective support service to Unit4 clients in resolving support cases and completing various other tasks necessary to assist our customer base.

• Progress each issue to resolution by coordinating with colleagues and R&D as needed.

• Investigate, document, and process application defects reported to the Technical Support team.

• Take a proactive approach in identifying potential escalation risks to your Team Leader and coordinate any additional resource needs for investigation.

• Manage customer escalations by taking ownership of complex issues and consistently updating customers on progress.

• Adhere to the Company’s information and security requirements along with all business procedures, policies, and ISO standards.

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

• Identify opportunities for service enhancements or billable activities and escalate these through the appropriate channels.

• Take charge of your personal development plan, which should encompass both product/technical knowledge and soft skill growth.

• Eventually, train and mentor less experienced team members on product knowledge, skills, and processes.

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

⛳️ Requirements

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

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

• Previous experience in a Customer Support setting is advantageous.

• Outstanding customer-facing skills, with an understanding of and ability to implement exceptional customer service to achieve high CSAT and NPS scores.

• Demonstrates strong analytical and problem-solving skills.

• Ability to effectively manage your own time, prioritize tasks, and meet deadlines.

• Maintain a friendly and professional demeanor with a positive, enthusiastic approach to tasks.

• Show initiative and the ability to work independently while also being a strong team player.

• Capable of functioning in a dual working environment.

• Proficient knowledge of current Microsoft Windows Server operating systems.

• Familiarity with Windows Database server and SQL Server performance tools (e.g., SQL Profiler).

• Strong experience and understanding in areas such as database-centric client-server to web-enabled environments and the implementation of new systems into existing infrastructures.

• Knowledge of Web APIs.

• Ability to write and comprehend SQL queries.

• Understanding of TCP/IP and fundamental networking concepts.

• Commitment to ongoing personal and professional development.

• Proactive measures to prevent customer escalations.

• Familiarity with the Unit4 ERP product and related applications (preferred).

• Experience or knowledge of ServiceNow (preferred).

• Understanding of ITIL (preferred).

• Experience with Web Services (preferred).

• Working knowledge of cloud-enabled servers/technology in a SaaS (Azure) environment (preferred).

🏝️ Benefits

• A culture built on trust, providing you with the freedom and autonomy to succeed.

• Work-life balance with our uncapped time off policy, remote working options, and Global Wellbeing Days when the entire company can pause to focus on well-being.

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

• A commitment to sustainability, featuring initiatives like our Act4Good program, which encourages all Unit4 employees to engage in actions that benefit society and the planet.

• A safe and inclusive working environment, supported by our Employee Resource Groups, which are open to everyone and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.