Customer Support Consultant

Executive Mandate Specification

InfoTrack is a pioneer in the legal technology sector, and we have grown rapidly over the last 5 years in the UK. We produce game-changing technology for law firms and have been instrumental in revolutionising the way conveyancing can now be done. As well as growing a proven and industry-leading product portfolio, we are continuing to challenge ourselves by bringing major new innovations to market.

We are looking for an eCOS Support Consultant to join our team based in Leeds! This role will be a support contact for our clients and consumers for our product eCOS. The eCOS Support Consultant focuses on high quality client service, ownership, and initiative to drive excellence.

Please note this role works on a shift pattern from 9am - 8pm, this will change each week.

Hybrid role once probation ends, having the ability to work from home 2 days a week.

About the role

You will be providing technical assistance and user support for incoming queries, with the focus of resolving as a ‘first time fix’, reporting and escalating any raised issues in priority order to the team and ensure resolutions and fixes are executed and communicated to any outstanding client queries. You will become an expert in troubleshooting techniques and frequently asked questions with a good understanding and anticipation of client needs, with professional and effective recommendations for resolution! We are looking for someone who has the ability to convey highly complex technical information to non-technical clients and consumers.

About you

For this role, we are looking for someone with demonstrable analytical and pragmatic approach with the ability to clearly and concisely communicate product intricacies and troubleshooting solutions. You will ideally have experience of utilising software application as a solution, with a keen ability to decipher software issues from application errors.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Company pension
• Life insurance
• Private medical insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Leeds, West Yorkshire: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical support: 1 year (preferred)

Work Location: One location

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship