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# Product Support Analyst

- **Company:** Trace Solutions Ltd
- **Location:** London, UK
- **Salary:** £40,000.0 - £45,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Office, Microsoft SQL Server
- **Published:** July 10, 2026
- **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2865043273-2

## About the Role

* An acceptable level of Property management and accounting knowledge to be credible with any member of staff or customer with regards to relevant business issues
 * Knowledge of how TRAMPS, BlueBox, 06ix and mojo are applied at customer sites
 * Anticipate and understand customer needs, * Able to display analytical and problem-solving skills to deal with client requests and respond appropriately
 * Awareness of all relevant issues and their priorities
 * Good planning, scheduling, monitoring and reporting skills
 * Rational and logical decision-making ability
 * Awareness of need to continuously improve quality and ensure that all aspects of work are completed to a high standard

Preferred Skills

 * An acceptable level of technical knowledge to be credible with any member of staff or customer about relevant technical issues
 * Proficiency in Microsoft Office Suite
 * Basic understanding of Microsoft SQL Server would be beneficial

## Description

The Trace Solutions Helpdesk acts as our clients' primary point of contact with the business. As a Helpdesk Support Analyst, you will be expected to provide product support, and promote our other services, such as training. Crucially, you will play a vital role in portraying the company's image and capabilities to our industry., * Provide quality support for TRAMPS, BlueBox, o6ix, mojo, and related third party products

 * Continually strive to improve customer relations, customer satisfaction, and focus on customer needs
 * Keep up to date with product development in order to provide an excellent level of customer support
 * Provide clients with TRAMPS, BlueBox, o6ix, and mojo application support
 * Accurately record incoming telephone calls or emails as Helpdesk calls and take appropriate action
 * Conform to established standards, procedures, controls and the implementation of continuous quality improvement
 * Ensure the protection of the company interests through the appropriate use of formal communication with clients and suppliers
 * Complete other appropriate ad-hoc duties assigned by the Helpdesk Manager


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