Application Support Consultant

at  Unit4

Company Description
We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.
Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.
Job Description
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.

Key Tasks and Responsibilities

• Process and solve cases incidents and service requests in a timely and qualitative way.
• Actively assist in progressing investigations offline for other regions/time zones
• Investigate, process and document application defects passed to the Application Support team.
• Verify and action automated alerts.
• Test and document newly released fixes and features
• Produce clear and detailed Knowledge Articles and documentation to assist customers and other support departments.
• Deliver great customer outcomes.
• Be proactive in highlighting potential escalation risks with your Team Leader and coordinate additional resource requirements to assist with the investigation.
• Handle customer escalations, taking ownership of complicated issues, and always keep customers updated on 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 to raise these via the appropriate channels.
• Work in a team environment to help and assist colleagues.

Qualifications

We’re looking for people with the right attitude and the desire to learn and grow. We want great people who want to be part of great teams. Both graduates and experienced professionals are welcome to apply.

• Strong communication skills and fluent in English (verbal and written).
• Willing to work hybrid in South Jakarta (Wednesday and Friday)
• Application support experience with some form of ERP or enterprise business applications such as Deskera, Epicor, IFS, Infor, IQMS, Microsoft Dynamics, Oracle, Plex, QAD, Ramco, Sage, SAP, Syspro, Unit4 Agresso, Workday, or other integrated ERP or business application.
• 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.
• 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.
• Strong Team Player.
• Intermediate knowledge of SQL.

• Process and solve cases incidents and service requests in a timely and qualitative way.
• Actively assist in progressing investigations offline for other regions/time zones
• Investigate, process and document application defects passed to the Application Support team.
• Verify and action automated alerts.
• Test and document newly released fixes and features
• Produce clear and detailed Knowledge Articles and documentation to assist customers and other support departments.
• Deliver great customer outcomes.
• Be proactive in highlighting potential escalation risks with your Team Leader and coordinate additional resource requirements to assist with the investigation.
• Handle customer escalations, taking ownership of complicated issues, and always keep customers updated on 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 to raise these via the appropriate channels.
• Work in a team environment to help and assist colleagues