Application Support Consultant

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:To investigate, document and resolve the application problems passed to the Customer Support team via Unit4’s case logging system.To progress each issue through to conclusion, liaising with colleagues and other departments, as appropriate.To process all support cases adhering to Service Level Guidelines.Handle customer escalations, take ownership of complicated issues, and communicate these accordingly.To investigate, document and present to the Customer Services 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.To train and mentor less experienced members of the team around product knowledge, skills and processes.Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation.Actively contribute to and participate in knowledge sharing activities.