Technical Support Consultant

Symfact AG seeks a Technical Support Consultant to resolve IT and Unit4 ERP issues for customers. This mid-level hybrid role requires strong SQL, Windows Server, and communication skills in English.

The company is looking for a specialist to act as the primary support contact for clients using Unit4 ERP solutions. The position focuses on diagnosing technical problems, managing support tickets to resolution, and ensuring a high-quality service experience for the customer base.

Responsibilities

• Collaborate with internal teams and R&D to drive issues to a final resolution.
• Analyze, record, and track application defects reported to the support department.
• Alert the Team Leader to potential escalation risks and help coordinate necessary resources.
• Take ownership of complex customer escalations and provide regular status updates.
• Adhere to all company security protocols, business procedures, and ISO standards.
• Document and propose process improvements to the Customer Support Team Leader.
• Identify opportunities for service enhancements or billable activities and report them through proper channels.
• Maintain a personal development plan focused on technical product knowledge and soft skills.
• Mentor and train junior team members on product features, skills, and operational processes.
• Support colleagues within the team environment to ensure collective success.

Requirements

• Fluent English communication and interpersonal abilities.
• Solid understanding of Microsoft technologies, IT infrastructure, and workplace processes.
• Outstanding customer service skills aimed at achieving high CSAT and NPS scores.
• Strong analytical and problem-solving capabilities.
• Effective time management to prioritize tasks and meet deadlines.
• A friendly, professional, and enthusiastic attitude.
• Ability to work independently while also functioning well as a team player.
• Comfortable working in a hybrid environment.
• Proficient knowledge of Microsoft Windows Server operating systems.
• Experience with Windows Database servers and SQL Server performance tools like SQL Profiler.
• Understanding of database-centric, client-server, and web-enabled environments, including Web APIs.
• Ability to write and interpret SQL queries.
• Knowledge of TCP/IP and basic networking concepts.
• Commitment to continuous learning and self-improvement.
• Proactive approach to preventing customer escalations.
• Self-motivated with a positive mindset.
• Logical problem-solving methodology and ability to work under pressure.
• Skill in selecting the most appropriate communication method for each situation.
• Patience and composure when handling stressful situations.
• Motivation to self-teach new areas and share knowledge with the team.
• Willingness to adopt AI tools to improve work efficiency.

Nice to have

• Familiarity with the Unit4 ERP product and related applications.
• Experience with ServiceNow.
• Knowledge of ITIL frameworks.
• Background in working with Web Services.
• Experience with cloud-enabled servers or SaaS environments like Azure.
• Previous experience in a customer support role.

What the company offers

• A trust-based culture that provides autonomy and freedom to succeed.
• An uncapped time-off policy.
• Remote working opportunities.
• Global Wellbeing Days for the entire company to disconnect and focus on health.
• Chance to learn from talented colleagues, role models, and mentors.
• Commitment to sustainability through initiatives like the Act4Good program.
• A safe and inclusive environment supported by Employee Resource Groups.

About the company

Symfact AG, part of Scanmarket, is a fast-paced, high-growth company focused on delivering enterprise software that enhances the people experience. The organization is currently involved in a significant journey within the cloud ERP software sector, prioritizing a people-centric approach.

• Fast-paced and high-growth environment.
• People-centric culture.
• Focus on delivering great people experiences through software.
• Active in the cloud ERP software space.