Provide a professional, efficient, and effective support service to Unit4 customers in the resolution of support cases
Progress each issue through to conclusion, liaising with colleagues and R&D
Investigate, process and document application defects passed to the Application Support team
Be proactive in highlighting potential escalation risks with your Team Leader
Handle customer escalations, taking ownership of complicated issues
Investigate, document and present to the Customer Services Team Leader process improvements that enhance the customer experience
Responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development
Train and mentor less experienced members of the team

Strong communication skills and fluent in English (verbal and written)
Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
Previous experience of working in a Customer Service environment is an advantage
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
Be a strong Team Player
Possess ability to work in a Dual Working Environment

Application Support Consultant

Key skills