Unit4

Application Support Consultant

Unit4

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇲🇾 Malaysia

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Job Level

Mid-LevelSenior

Tech Stack

ServiceNowSQL

About the role

  • 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.

Requirements

  • Exceptional Customer facing skills , understand and be able to implement the concept of exceptional Customer Service
  • Experience in HRIS/HCM/Payroll ( especially Singapore Payroll )
  • Experience in handling clock in device relating to HRIS application is advantageous
  • Exhibits good analytical and problem-solving abilities
  • Exhibits excellent communication skills and is fluent in English both written and oral.
  • Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
  • Ability to manage your own time to priorities 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
  • Knowledge or experience with ServiceNow or similar would be highly advantageous
  • ITIL knowledge
  • Common knowledge of SQL
Benefits
  • a culture built on trust - giving you the freedom and autonomy to be successful
  • balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being
  • talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
  • a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet
  • a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
HRISHCMPayrollSQLServiceNowITILanalytical skillsproblem-solving skillsMicrosoft technologiesworkplace processes
Soft skills
customer facing skillsexceptional customer servicecommunication skillstime managementteamworkinitiativefriendly mannerprofessionalismpositive approachmentoring