Customer Support Consultant

2 weeks ago

Leeds, Leeds, United Kingdom InfoTrack Full time

infoTrack is a pioneer in the legal technology sector and has grown extremely quickly 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 continuing to grow a proven and industry-leading product portfolio, we are continuing to innovate, bringing major new innovations to market.

InfoTrack combines its people culture and product which makes for a very agile and fast-paced working environment, so you will need to be on top of your marketing game to support InfoTrack's branding and go to market campaigns.
Customer Support Consultants are responsible for supporting our client base with managing their online searches. The role involves building strong relationships both with suppliers as well as clients in the UK.

The aim of the role is to provide exceptional customer service and bring it to a top level, where clients feel personally attached to their support team.

The role is reporting to the Customer Support Manager and is based in Leeds.

Responsibilities (key tasks and requirements of the role)

  • Support clients through answering, distributing and maintaining incoming questions related to orders
  • Log clear and accurate support calls and maintain updates on all enquiries
  • Maintaining call logs and resolving within service level agreements
  • Help to resolve client queries by working with Data Provider and Authorities
  • Support clients enquiries to ensure completion of searching and services as per their order
  • Maintain advanced knowledge of the products and services

Competencies

Managing workload Effectively managing time and resources to ensure that work is completed efficiently using the ability to multi-task.

Teamwork Great team player, a passion and desire to make difference

Technical/Professional Knowledge Willingness to learn and constantly develop

Building Trusted Relationships Using appropriate interpersonal styles to establish effective relationships with external partners and internal colleagues; interacting with others in a way that promotes openness and trust and gives confidence.

Essential Attributes

  • Flexible attitude around learning new software and implementing changes within the process
  • Problem solving, analytical and diagnostic skills.
  • A real passion for customer service
  • Demonstrated team work skills including the ability to work individually and as part of team.
  • A desire to be part of an industry leading team that is striving to be the market leaders in the searching market for law firms, across England and Wales.

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: reliably commute or plan to relocate before starting work (required)

Experience:

- customer service: 1 year (preferred)

Work Location:
One location

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