Associate Application Support Consultant

About the role

The Associate Application Support Consultant serves as the initial and primary contact for customers seeking assistance with IT and business application questions related to our solutions. This individual is accountable for delivering professional, efficient, and effective support to Unit4 customers across a diverse range of scenarios. The core mission of the role involves resolving support cases, completing a diverse range of support activities, and ensuring a consistently high standard of service is maintained. Success in this position requires a careful balance of technical understanding, strict adherence to procedural compliance, and highly developed interpersonal abilities. The hire will own the end-to-end resolution of customer issues, acting as a trusted advisor who communicates complex information in a clear and reassuring manner.

What you'll do

The daily work of the Associate Application Support Consultant involves guiding each case from initial contact through to successful conclusion and closure. This requires close collaboration with internal colleagues and R&D departments to investigate, process, and meticulously document application defects and system behaviors. The consultant must be proactive in identifying potential escalation risks, communicating these concerns clearly to the Team Leader, and coordinating any necessary additional resources to ensure thorough and timely investigation. Handling customer escalations is a central duty, requiring the ownership of complex issues while ensuring customers are continuously informed of progress and next steps. A critical responsibility is strict adherence to the Company's information security requirements and all established business procedures, including compliance with relevant ISO standards and data protection protocols. The role also involves analyzing internal workflows to propose practical improvements that enhance the overall customer experience and operational efficiency. The consultant is expected to identify concrete opportunities for service improvement or new chargeable activities, raising these proposals through the correct internal channels for review and implementation. Personal growth is a key component of this position, as the individual manages their own development plan, focusing intensely on both product/technical knowledge enhancement and soft skill refinement. Mentoring less experienced team members on product knowledge, technical skills, and standard processes is also a required responsibility to ensure team-wide capability. Effective teamwork is essential, with an expectation to actively assist colleagues, particularly during periods of high demand or peak support activity.

Requirements

Success in this role depends on exceptional communication abilities, including fluency in both English and Swedish, both verbally and in writing, to ensure clear and accurate interactions. Strong analytical and problem-solving skills are mandatory, allowing for a structured evaluation of issues and the formulation of logical solutions. A financial or accounting background is considered a significant advantage, providing context for business application needs and user challenges. Candidates should possess common knowledge of Microsoft technologies, standard workplace processes, and fundamental IT infrastructure to perform the role effectively. Exceptional customer-facing skills are required, with the ability to understand and consistently implement the principles of exceptional customer service and empathy. Prior experience in a customer service environment is an advantage, as is familiarity with financial systems and their specific operational requirements. The ability to manage personal time, prioritize workload, and consistently meet strict deadlines is essential for success in this fast-paced environment. The consultant must maintain a friendly, professional manner and an enthusiastic approach to tasks, even when handling difficult or complex issues. Self-motivation is needed to work independently, while also being a collaborative team player who contributes positively to the group dynamic. The role requires the ability to operate effectively within a dual working environment, balancing remote and office-based responsibilities as needed. Specific expertise in a Unit4 ERP module is an asset, as it allows for deeper engagement with customer needs and system capabilities. Knowledge of ServiceNow and ITIL practices is also an asset, supporting structured incident and problem management approaches.