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 provide a professional, efficient, and effective support service to Unit4 customers in the resolution of support cases. You will investigate, process, and document application defects, handle customer escalations, and identify opportunities for service improvement.
Under the direction of the Vice President, Service, the Director of Service is responsible for leading the organization’s comprehensive service delivery function, encompassing but not limited to technical support, service operations, project services, client experience, cybersecurity, and continuous improvement initiatives. This role ensures the seamless delivery of end-to-end service operations and fosters strategic alignment between IT service management and broader organizational goals.
You will be the bridge between the client (Internal and external) incidents/inquiries and the multiple key team members within the global organization involved in the incident management flow; ensure tickets are analyzed under the internal ITIL based best practices and maintain a healthy and Professional relationship with Support contacts from our clients.