Application Support Consultant

As an Application Support Consultant at Unit4, your primary responsibilities include investigating and resolving application issues submitted through our case logging system, ensuring compliance with Service Level Guidelines. You will also handle escalated issues, collaborate with colleagues across departments, and actively contribute to improving customer experience through training and mentorship. Your role will involve problem-solving, managing time efficiently, and identifying opportunities for service enhancements.

To apply for the Application Support Consultant role at Unit4, you should possess exceptional customer service skills, a good understanding of ERP systems, and experience in HRIS/HCM/Payroll, particularly Singapore Payroll, highly desirable. Strong analytical and problem-solving abilities, effective communication skills in English, and familiarity with Microsoft technologies and SQL will greatly benefit you in this role. Previous knowledge or experience with ServiceNow and ITIL will be advantageous.

At Unit4, we believe in cultivating a supportive and empowering culture for our Application Support Consultants. This includes offering opportunities for professional growth through mentorship from experienced team members, flexible working arrangements, and a commitment to work-life balance with our uncapped time off policy. Additionally, we have various employee resource groups that foster inclusivity and community involvement, allowing you to grow not just professionally but personally.

As an Application Support Consultant at Unit4, your work schedule may vary due to the needs of our customers. Typical hours are on a rotating schedule that includes 9 AM to 6 PM, 8 AM to 5 PM, or 12 PM to 9 PM MYT. This flexibility allows us to meet the support demands of our global customer base while maintaining effective work-life balance.

At Unit4, we emphasize internal growth and career advancement for our Application Support Consultants. We offer pathways to enhance your technical skills, leadership opportunities, and the chance to engage in process improvements that can lead to greater responsibilities. With our unique culture focused on talent development and mentorship, you'll have the resources and encouragement to advance in your career while contributing to our team’s success.

When answering this question, focus on a specific problem you handled, detailing the steps you took to analyze the situation, collaborate with teams, and reach a resolution. Highlight your analytical and problem-solving skills, and emphasize your commitment to customer satisfaction throughout the process.

To effectively manage multiple support requests, share your strategy for prioritizing tasks based on urgency and impact. Explain how you communicate with customers about their case status, ensuring transparency and maintaining high service levels, particularly under pressure.

Highlight any direct work experience with Unit4 ERP solutions or similar software. Discuss specific projects you've worked on, how you utilized the software, and any unique insights that allowed you to resolve issues and improve processes for users.

In handling escalations, explain your approach to maintaining professionalism and empathy while assessing the customer's concerns. Describe the importance of clear communication, taking ownership of issues, and working collaboratively with your team to find solutions.

Discuss your familiarity with specific tools for case logging and tracking, such as ServiceNow or similar platforms. Explain how you utilize these tools to streamline your support processes and ensure efficient management of customer requests.

Share your strategies for fostering knowledge-sharing, such as organizing team meetings, contributing to a shared knowledge base, and creating documentation for common issues and resolutions. Emphasize your belief in continuous learning within the team.

Illustrate your commitment to customer service by discussing how you actively listen to customers, address their concerns promptly, and follow up to ensure satisfaction. Highlight your proactive attitude in seeking feedback and continuously improving your service.

Explain how collaboration is essential for resolving issues efficiently, as it often requires input from various departments and team members. Share examples of successful collaborations and how they enhanced customer experiences.

When discussing past process improvements, provide a concrete example that includes the issue you identified, your approach to developing a solution, and the positive outcomes that resulted for both the team and customers.

Highlight your admiration for Unit4’s commitment to empowering people and fostering positive work cultures. Discuss how these values resonate with you personally and how they align with your career goals, particularly in customer service and software support.