Support Consultant

Location: Leeds Department: eCOS Support Salary: Circa 26,000 Hours: Shift patterns between 9am to 8pm Contract Type: Permanent About Us InfoTrack is a pioneering legal technology provider with a track record of phenomenal growth in the UK since 2016. Delivering game-changing digital solutions, we’ve revolutionised the way property transactions are managed by law firms to make the home moving process easier for everyone involved. With a vision to completely digitise the conveyancing process, our growing portfolio of industry-leading products span digital ID verification to automation tools and more. Our passion for innovation and commitment to align the conveyancing process with the 21st century is key to our success.The Role As a support consultant you will be a support contact for our clients and consumers for our product eCOS. The Solutions Support Consultant focuses on high quality client service, ownership, and initiative to drive excellence.Responsibilities (key tasks and requirements of the role) Reporting to the eCOS Product and Support Manager and working closely with our clients and consumers, this role will be responsible for supporting the ongoing success and improvement of eCOS as first line support.

• Provide technical assistance and user support for incoming queries, with the focus of resolving as a 'first time fix’
• Report and escalate any raised issues in priority order to the team and ensure resolutions and fixes are executed and communicated to any outstanding client queries
• Expert in troubleshooting techniques and frequently asked questions with a keen understanding and anticipation of client needs, with professional and effective recommendations for resolution
• Ability to convey highly complex technical information to non-technical clients and consumers

Essential Attributes Communication Ability to convey complex product technicalities to consumers, clients, account management, sales, and the rest of the business. Commercial Awareness Ability to triage queries appropriately and efficiently, with strong prioritisation and time management skills.Teamwork Demonstrated teamwork skills including the ability to work individually and as part of a team. Problem solving demonstrate analytical and diagnostic skills.As a support consultant you will be a support contact for our clients and consumers for our product eCOS. The Solutions Support Consultant focuses on high quality client service, ownership, and initiative to drive excellence.REF-226 918