Job description
Company Description
We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people.
Setf-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.
Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.
Job Description
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.
Working hours may be on a rotating schedule: 9 AM – 6 PM, 8 AM – 5 PM or 12 PM – 9 PM MYT. This will depend on customer support business requirement and will be communicated in advance.
Key Tasks and Responsibilities:
- 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.
Qualifications
We’re looking for people with the right attitude and the desire to learn and grow. We want great people who want to be part of great teams. Both graduates and experienced professionals are welcome to apply.
- Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
- Experience in HRIS/HCM/Payroll is highly desirable (especially Singapore Payroll)
- 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 prioritise 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
Additional Information
At Unit4, we offer:
• 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.
