Company DescriptionJob DescriptionWhat you will do:As an Application Support Consultant (for Unit4 Talent Management), 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 Talent Management customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base.Process and solve cases, incidents and service requests in a timely and qualitative way.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.Comply with the Company's information and Security Requirements and all Company Business procedures, policies, and ISO standards.Investigate, document and present to the Customer Services Team Leader process improvements that enhance the customer experience.Identify opportunities for service improvement or chargeable activities and raise these via the appropriate channels.Be 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 around product knowledge, skills and processes.Work in a team environment to help and assist colleagues.QualificationsMust have:Strong communication skills and fluent in English (verbal and written); Dutch is a plus.Common knowledge of Microsoft technologies, workplace processes and IT infrastructure.Previous experience of working in a Customer Service environment is an advantage.Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service.Exhibit 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.Prepared to grow independently by acquiring the necessary knowledge.Strong Team Player, finding the best solution by collaborating with other teams (Products, Success, R&D).Contribute to the daily improvement of the Support process.Nice to have:Knowledge of the Unit4 Talent Management Software.Knowledge or experience with ServiceNow.Common knowledge of SQL or Rails scripts.ITIL knowledge.Previous experience of working with SAAS products.Dutch Language Skills.Additional InformationWe offer:A chance to participate in the development of a leading global software firm. You will have the opportunity to work within an organization that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy. In addition, you can continue to grow your career into other positions and for example handle the cloud environments for our customers based on Azure infrastructure.
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