We are an employee owned PropTech company that has unparalleled experience in the field of property management solutions.
Based in Clerkenwell in central London, we supply and support around 300 organisations with our well-known TRAMPS, BlueBox, 06ix and Estateman products.
With a compliment of 60 staff, we're one of the leading innovators in our sector. Our products contain sophisticated tools to automate processes, analyse information, and integrate more effectively with other best-of-breed applications.
In recent years the development of the web-based Mojo brand and web apps that work seamlessly with our existing products, has seen growth of the company and this is expected to increase further over the coming years.
Role Overview
The Trace Solutions Helpdesk acts as our clients' primary point of contact with the business.
As a Helpdesk Support Analyst, you will be expected to provide product support, and promote our other services, such as training.
Crucially, you will play a vital role in portraying the company's image and capabilities to our industry.
Objectives
Currently identified key objectives are:
- Provide quality support for TRAMPS, BlueBox, o6ix, mojo, and related third party products
- Continually strive to improve customer relations, customer satisfaction, and focus on customer needs
- Keep up to date with product development in order to provide an excellent level of customer support
Responsibilities
- Provide clients with TRAMPS, BlueBox, o6ix, and mojo application support
- Accurately record incoming telephone calls or emails as Helpdesk calls and take appropriate action
- Conform to established standards, procedures, controls and the implementation of continuous quality improvement
- Ensure the protection of the company interests through the appropriate use of formal communication with clients and suppliers
- Complete other appropriate ad-hoc duties assigned by the Helpdesk Manager
Skills
Business
- An acceptable level of Property management and accounting knowledge to be credible with any member of staff or customer with regards to relevant business issues
- Knowledge of how TRAMPS, BlueBox, 06ix and mojo are applied at customer sites
- Anticipate and understand customer needs
- Able to display analytical and problem-solving skills to deal with client requests and respond appropriately
Task Management Skills
- Awareness of all relevant issues and their priorities.
- Good planning, scheduling, monitoring and reporting skills.
- Rational and logical decision-making ability.
- Awareness of need to continuously improve quality and ensure that all aspects of work are completed to a high standard.
Technical
- An acceptable level of technical knowledge to be credible with any member of staff or customer about relevant technical issues
- Proficiency in Microsoft Office Suite
- Basic understanding of Microsoft SQL Server would be beneficial
Personal
- Meets all situations calmly and professionally
- Good oral and written communication.
- Helpful, understanding and supportive of colleagues and customers.
- Able to work well within a team
- Displays effort and application in achieving results, with a high level of initiative and productivity.
- Ability to work under pressure, prioritise and meet agreed deadlines
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Help Desk Analyst in London employer: Trace Solutions Ltd
Trace Solutions Ltd is an exceptional employer located in the vibrant area of Clerkenwell, London, offering a dynamic work culture that prioritises diversity and inclusion. Employees benefit from comprehensive training and development opportunities, ensuring continuous growth within the PropTech sector. With a strong focus on customer service and teamwork, this role provides a meaningful chance to make a real impact in the property management industry.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trace Solutions Ltd. 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 Trace Solutions Ltd 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!
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 Trace Solutions Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Trace Solutions Ltd 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 Trace Solutions Ltd!
How to prepare for a job interview at Trace Solutions Ltd
✨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.
