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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Unit4 ERP solutions and strong customer service skills, with a focus on problem-solving, communication, and collaboration. Proficient in SQL, Microsoft technologies, and IT infrastructure, with a commitment to continuous improvement and professional development.
Highest-signal resume keywords
Unit4 ERP Solutions KnowledgeSQL Query Writing and OptimizationMicrosoft Windows Server ExpertiseCustomer Support ExperienceITIL Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQL Query WritingDatabase Performance ToolsWeb API KnowledgeTCP/IP Networking ConceptsWindows Database Server KnowledgeCloud Technology in SaaS AzureServiceNow ExperienceWeb Services ExperienceApplication Defect DocumentationProcess Improvement Investigation
Soft Skills
Strong Communication SkillsInterpersonal SkillsAnalytical AbilitiesProblem-Solving SkillsTime Management
Tools & Technologies
Microsoft TechnologiesSQL ProfilerUnit4 ERP ApplicationsServiceNowCloud-Enabled Servers
Industry Keywords
Customer ServiceInformation Security ComplianceISO StandardsIT InfrastructureCustomer Escalation Management
Tech Stack
Tools & technologiesAzureCloudERPServiceNowSQLTCP/IP
About the role
Key responsibilities & impact- Act as the first point of contact for customers’ IT and business application questions regarding Unit4 ERP solutions
- Provide professional, efficient and effective support to resolve customer cases
- Progress issues through to conclusion while liaising with colleagues and R&D
- Investigate, process and document application defects
- Highlight potential escalation risks and coordinate additional resources for investigations
- Handle customer escalations and take ownership of complicated issues
- Keep customers updated on progress
- Comply with information security requirements, business procedures, policies and ISO standards
- Investigate, document and present process improvements that enhance customer experience
- Identify service improvement or chargeable activity opportunities and raise them through appropriate channels
- Maintain a personal development plan covering product, technical and soft skills
- Train and mentor less experienced team members on product knowledge, skills and processes
- Work collaboratively to assist colleagues
Requirements
What you’ll need- Strong communication and interpersonal skills
- Fluent in English, verbal and written
- Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
- Previous experience in a Customer Support environment is an advantage
- Exceptional customer-facing skills and ability to implement exceptional Customer Service
- Good analytical and problem-solving abilities
- Ability to manage time, prioritise workload and meet deadlines
- Friendly and professional manner with an enthusiastic positive approach
- Ability to use initiative and work independently and as a team player
- Ability to work in a dual working environment
- Strong working knowledge of current Microsoft Windows Server operating systems
- Knowledge of Windows Database Server and SQL Server performance tools, such as SQL Profiler
- Experience or understanding of database-centric, client-server to web-enabled environments
- Experience implementing new systems into existing infrastructures
- Web API knowledge
- Ability to write and understand SQL queries
- SQL query tracing, indexing and optimisation knowledge
- Knowledge of TCP/IP and fundamental networking concepts
- Commitment to lifelong learning
- Proactive work to avoid customer escalation
- Knowledge of Unit4 ERP and surrounding applications is desirable
- Knowledge or experience with ServiceNow is desirable
- ITIL knowledge is desirable
- Experience of Web Services is desirable
- Experience with cloud-enabled servers/technology in a SaaS Azure setting is desirable
- Self-motivated with a positive attitude
- Excellent analytical and communication skills
- Ability to work under pressure and remain calm and patient
- Ability and motivation to self-teach and share knowledge through guidance or internal training
- Willingness to adopt and use AI tools to aid efficiency
- May require security clearance and background checks for customer projects, subject to applicable local laws
Benefits
Comp & perks- Flexible Leave Paid Time Off policy
- Remote working opportunities
- Global Wellbeing Days
- Tools and guidance for professional growth
- Talented colleagues, role models and mentors
- Sustainability initiatives through the Environmental, Social, and Governance strategy and Act4Good programme
- Safe and inclusive working environment
- Employee Resource Groups open to all