Role: Customer Support Advisor

Job Type: Full time

Location: Leeds, LS10

Salary: £24,000 

Schedule: Monday - Friday 

Customer Support Advisor Role:

Interaction are working alongside a pioneering legal technology provider looking to welcome an experienced Customer Service Advisor to join their growing team. With a track record of phenomenal growth in the UK since 2016, our client has revolutionised the way property transactions are managed by law firms by delivering game-changing digital solutions. With a vision to completely digitise the conveyancing process, their growing portfolio of industry-leading products span digital ID verification to automation tools and more. The successful candidate will be a support contact for clients and consumers for the business' eCOS product, working closely with clients, consumers and the eCOS Product and Support Manager. Your goal will be to support the ongoing success and improvement of eCOS as first line support. 

Customer Support Advisor Responsibilities:

• 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.
• Become an expert in troubleshooting techniques and frequently asked questions with a keen understanding and anticipation of client needs.
• Provide professional and effective recommendations for resolution.

Customer Support Advisor Requirements:

• 6 months customer service experience (essential).
• Ability to convey highly complex technical information and product technicalities to consumers, clients, account management, sales and the rest of the business.
• Demonstrable analytical and pragmatic approach with the ability to clearly and concisely communicate product intricacies and troubleshooting solutions.
• Strong communicator verbally and in writing, with keen listening skills. 
• Strong commercial awareness and ability to triage queries appropriately and efficiently, with strong prioritisation and time management skills.
• Demonstrable experience of utilising software application as a solution, with a keen ability to decipher software issues from application errors.

Customer Support Advisor Benefits:

• Private health insurance
• Monthly team lunch/breakfast
• Well-being support
• Social events
• Recognition awards
• 25 days of annual leave
• "Work from anywhere" weeks
• Employee referral bonuses
• Office snacks
• Birthday & anniversary gifts
• Sports & fitness
• Life insurance
• In-house baristas

If you have any questions, please contact Heather (Morley Branch) on heather.maxwell @ irweb. (url removed) [INDLEE]