Senior Technical Support Consultant

Overview

As a Senior Technical Support Consultant for Unit4 ERP, you are the primary contact for IT and business-application questions and will deliver professional, efficient support to customers. You’ll guide issues to resolution, coordinating with colleagues and R&D, and document defects for the Technical Support team. Proactive escalation management, customer-facing communication, and ongoing process improvements are key. You’ll develop technically and personally, with mentoring duties as you grow into team-wide support excellence.

Pay / Benefits

• Remote working opportunities
• Flexible Leave Paid Time Off policy
• Global Wellbeing Days
• Growth opportunities
• Inclusive environment with Employee Resource Groups
• Autonomy to make an impact

Responsibilities

• Be the first point of contact for IT and Business Application questions for Unit4 ERP and resolve customer cases
• Progress issues to resolution by liaising with colleagues and R&D
• Investigate, document and pass on application defects to the Technical Support team
• Proactively highlight escalation risks to Team Leader and coordinate resources
• Handle customer escalations and keep customers updated on progress
• Comply with information security requirements and ISO standards
• Investigate, document and present process improvements to Customer Support Team Leader
• Identify opportunities for service improvements or chargeable activities
• Maintain a personal development plan covering product/technical and soft skills
• Train and mentor less experienced team members on product knowledge and processes
• Work in a team environment to support colleagues

Key requirements

• Strong communication and interpersonal skills; fluent in English
• Knowledge of Microsoft technologies, workplace processes and IT infrastructure
• Experience in a Customer Support environment is advantageous
• Excellent customer-facing skills with focus on CSAT and NPS
• Analytical and problem-solving abilities
• Time management and deadline-driven
• Friendly, professional, positive attitude
• Ability to work independently and as a strong team player
• Comfort with dual working environment
• Solid knowledge of Windows Server operating systems
• Knowledge of Windows Database server and SQL Server performance tools (e.g., SQL Profiler)
• Experience in database-centric/client-server to web-enabled environments and in implementing new systems
• Web API knowledge
• Ability to write and understand SQL queries; SQL tracing/indexing/optimization
• TCP/IP and networking concepts
• Commitment to lifelong learning; proactive risk prevention

• Strong communication
• Customer-centric mindset
• Analytical thinking
• Windows Server operating systems
• SQL Server and SQL Profiler
• Web API

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