What you will do:

As Service Consultancy Coordinator you will be trained to become the first point of contact for our  customers on IT and Business Application related questions for our solutions. With the knowledge and experience gained through this internship, you will be able 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.

• Progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate.
• Investigate, process and document application defects passed to the Application Support team.
• Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation.
• Handle customer escalations, taking ownership of complicated issues and always keep customers updated of progress.
• 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.

Must have:

• Strong communication skills and fluent in English 
• Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
• Motivation to learn complex things in a timely manner
• Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
• Good analytical and problem-solving abilities
• Ability to manage your own time to prioritize 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
• Strong Team Player

Nice to have:

• SQL knowledge
• ServiceNow experience
• ITIL knowledge
• Previous experience of working in a Customer Service environment is an advantage