At a Glance
- Tasks: Provide top-notch support for clients using our digital onboarding solution.
- Company: Join InfoTrack, a leader in tech solutions for the conveyancing industry.
- Benefits: Enjoy 25 days leave, flexible working, private health insurance, and fun team events.
- Other info: Great career progression opportunities in a supportive and dynamic environment.
- Why this job: Make a real difference by helping users navigate technology with ease.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 26300 - 26300 £ per year.
Customer Support Advisor
Do you enjoy solving problems and helping people get the most from technology?
Can you turn complex technical information into clear, practical support?
Our e COS team supports clients and consumers using our digital onboarding solution, making sure questions and technical issues are handled quickly, clearly and professionally.
We're looking for an e COS Support Consultant who takes ownership of queries, communicates confidently and delivers a high-quality support experience from the first point of contact.
About Info Track
Info Track is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes.
As more clients use e COS, responsive and knowledgeable support is essential.
Our e COS team helps users resolve issues quickly, understand the platform and get the best possible experience from the product.
What you’ll be doing
In this role, you will
- Act as a first-line support contact for clients and consumers using e COS.
- Provide technical assistance for incoming queries, with a focus on resolving issues at the first point of contact.
- Triage, prioritise and escalate issues to the appropriate team, ensuring urgent queries are handled effectively.
- Track resolutions and fixes, keeping clients and consumers updated until their query has been resolved.
- Use effective troubleshooting techniques and product knowledge to identify issues and recommend practical solutions.
- Explain complex technical information clearly to non-technical users and colleagues across the business.
- Work closely with the e COS Product and Support Manager to support the ongoing success and improvement of the product.
What we're looking for
Essential
- Strong verbal and written communication skills, with the ability to listen carefully and respond clearly.
- A practical and analytical approach to troubleshooting, with the ability to reach clear and concise solutions.
- The confidence to explain complex product information to consumers, clients, Account Management, Sales and other teams.
- Strong prioritisation and time-management skills, with the ability to triage queries appropriately and efficiently.
- Experience using software applications and the ability to distinguish product issues from user or application errors.
- A proactive approach, with a strong sense of ownership and commitment to delivering excellent client service.
Desirable (but not essential)
- Previous experience in a first-line support, software support or customer-facing technology role.
- Experience using ticketing systems, documenting common issues or supporting a Saa S product.
- Knowledge of conveyancing, digital onboarding or legal technology.
- Working Hours
- Your working week will be 37.5 hours per week, typically 9:00am - 5:30pm initially, with opportunities for flexitime and hybrid working between home and our Leeds office once probation is completed.
- Salary and Progression
- The salary for this role is competitive and will depend on your skills and experience.
- You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression
Benefits and Rewards
At Info Track, we believe in rewarding our people and creating a positive workplace culture.
You’ll benefit from
- 25 days annual leave, plus bank holidays
- Flexible working options, including hybrid working and flexitime after probation
- Private health insurance, including dental, optical and hearing cashback
- 24/7 health advice line and access to virtual GP appointments
- Enjoy freshly brewed hot drinks on us throughout the day, provided by our local coffee shop
- Office snacks on us, including fruit, cold drinks and refreshments
- Monthly team breakfasts and lunches
- Recognition awards: £100 spot prizes for going above and beyond
- “Work from anywhere” weeks: work remotely from a location of your choice
- Recruitment referral bonus: earn up to £2,000 for successful referrals
- Birthday and work anniversary gifts
- Regular social events including summer and Christmas parties, hikes, pub quizzes and more
If you're looking to build your career in software support while working with modern technology and a supportive team, we'd love to hear from you.
If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at careers@infotrack. co. uk
Customer Support Advisor in Leeds employer: InfoTrack UK
InfoTrack UK is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a competitive salary and benefits such as private health insurance and generous annual leave, this hybrid role allows you to thrive while contributing to a market-leading provider that is transforming the legal sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InfoTrack UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InfoTrack UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Advisor in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InfoTrack UK:Your cover letter is your chance to shine! Tell us why you want to work at InfoTrack UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InfoTrack UK!
How to prepare for a job interview at InfoTrack UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
