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
- Process and solve cases incidents and service requests in a timely and qualitative way.
- Actively assist in progressing investigations offline for other regions/time zones
- Investigate, process and document application defects passed to the Application Support team.
- Verify and action automated alerts.
- Test and document newly released fixes and features
- Produce clear and detailed Knowledge Articles and documentation to assist customers and other support departments.
- Deliver great customer outcomes.
- Be proactive in highlighting potential escalation risks with your Team Leader and coordinate additional resource requirements to assist with the investigation.
- Handle customer escalations, taking ownership of complicated issues, and always keep customers updated on progress.
- Comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards.
- Investigate, document, and present to the Customer Services Team Leader process improvements that enhance the customer experience.
- Identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels.
- Work in a team environment to help and assist colleagues.
