Trace Solutions Ltd
Product Support Analyst
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Product Support Analyst
About Trace Solutions
We are an employee-owned PropTech company with unparalleled experience in property management solutions. Based in Clerkenwell, central London, we supply and support approximately 300 organisations using our trusted products:
- TRAMPS
- BlueBox
- 06ix
- Estateman
Additionally, our growth-oriented web-based Mojo brand and web apps have strengthened our position. Our talented 60-strong team drives innovation in the sector, delivering sophisticated tools to automate processes, analyse information, and integrate with other best-of-breed applications. Expect continued expansion and industry leadership in the coming years.
About the Role
Helpdesk Support Analyst
As a member of the Trace Solutions Helpdesk, you will serve as our clients’ primary point of contact, providing essential support, proactively promoting additional services, and fostering long-term relationships. This role is pivotal in representing our company’s vision, capabilities, and image to the property management sector.
Key Responsibilities
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Product support and consultation: Provide expertise and guidance for TRAMPS, BlueBox, 06ix, and Mojo, as well as related third-party systems.
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Customer service excellence:
- Drive customer satisfaction by anticipating and addressing their needs.
- Maintain high standards in customer relations.
- Continuously seek opportunities to enhance service delivery.
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Technical knowledge and adaptability: Keep abreast of product developments to deliver world-class customer support. Prepare TRAMPS, BlueBox, 06ix, and Mojo training sessions upon request.
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Case management and documentation: Accurately log all incoming enquiries via calls, emails, or other channels. Escalate issues and document actions taken in accordance with company standards.
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Compliance and quality assurance:
- Adhere to established procedures, controls, and quality improvement initiatives.
- Ensure all communications with clients and suppliers protect organsational interests.
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Supportive flexibility: Fulfil any additional tasks assigned by the Helpdesk Manager as required by business needs.
Qualifications and Knowledge
Business Acumen Required
- Demonstratable familiarity with property management and accounting principles to confi 덴tly engage with staff and clients on business matters.
- Contextual understanding of TRAMPS, BlueBox, o6ix, and mojo applications in real-world customer scenarios.
- Proven ability to anticipate and address client needs effectively.
Required Skills
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Analytical & problem-solving: Skilled in diagnosing and resolving client requests with precision and creativity.
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Prioritisation & awareness: Maintain situational awareness of all relevant issues and their business-critical priorities.
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Organisation & positioning: Knowledge of planning, scheduling, monitoring, and reporting within a high-pressure environment.
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Decision-making: Ability to make rational, logical decisions under pressure while upholding service quality.
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- Quality focus: Continuous mentality of process improvement to sustain high standards in ensure all tasks are completed to an excellent standard.
Preferred Skills
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Technical proficiency: Comfortable discussing complex technical details with internal teams and external clients to maintain credibility.
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Software fluency: Microsoft Office Suite mastery for documentation, communication, and analysis. Basic knowledge of Microsoft SQL Server would be beneficial but is not mandatory.
Compensation and Benefits
- Salary range: £40,000–£45,000 per annum.
- All employment benefits and working conditions operate in accordance with company policies.
Equal Opportunity Statement
Trace Solutions is committed to fostering diversity and inclusion at every level of our organisation. We are proud to welcome applications from candidates of all backgrounds, regardless of their:
- Age
- Disability (past, present, or anticipated)
- Gender identity or expression
- Marital or civil partnership status
- Pregnancy or maternity leave
- Race or ethnicity
- Religious or philosophical belief
- Sex or sexual orientation
Every voice enriches our team, and we actively encourage you to discuss any accessibility requirements or accommodations you may need during your interview. We celebrate individual perspectives as the foundation for our collective success.
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