Technical Product Support Advisor

Technical Product Support Advisor Location: Leeds (Hybrid after probation) Salary: £26,300 Do you enjoy solving problems and helping people get the most from technology? Can you turn complex technical information into clear, practical support? Our eCOS 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 eCOS Support Consultant who takes ownership of queries, communicates confidently and delivers a high-quality support experience from the first point of contact. About InfoTrack InfoTrack 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 eCOS, responsive and knowledgeable support is essential. Our eCOS 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 eCOS. • 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 eCOS 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 SaaS 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 • A starting salary of £26,300 • You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression Benefits and Rewards At InfoTrack, 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 . REF-229928