Senior Technical Support Consultant

What you will do? As a Senior Technical Support Consultant for Unit4 ERP , 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 Support 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 eventually train and mentor less experienced members of the team around