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# Technical Product Support Advisor

- **Company:** InfoTrack UK
- **Location:** Leeds, UK (Remote available)
- **Salary:** £26,300.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Law Practice Management Software, Software as a Service, Issue Tracking Systems
- **Published:** July 22, 2026
- **Apply:** https://www.reed.co.uk/jobs/technical-product-support-advisor/57150710

## About the Role

* 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.

## Description

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., * 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.


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