Wanted: Helpdesk Support Analyst

We’re currently recruiting for a Helpdesk Support Analyst to join the team at Trace Solutions.

 Trace Solutions pride themselves on having, “absurdly happy customers” and our Helpdesk play a key role in maintaining high levels of customer satisfaction by addressing application issues promptly and professionally. 

The Trace Solutions Helpdesk acts as our customers’ primary point of contact with the business. 

As a Helpdesk Support Analyst, you will be expected to provide efficient and effective product support ensuring smooth operations within the organisation. 

Crucially, you will play a vital role in portraying the company’s image and capabilities to the PropTech industry. 

What You’ll Do

•  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.

What You’ll Bring

Business Skills

• 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. 
• Anticipate and understand customer needs. 
• Able to display analytical and problem-solving skills to deal with client requests and respond appropriately. 
• Knowledge of how TRAMPS, BlueBox, 06ix and mojo function is desirable. 

Task Management Skills

• Awareness of all relevant issues and their priorities.
• Solid 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. 

Technical 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.

Personal Skills

• Meets all situations calmly and professionally.
• Excellent problem-solving and communication skills. 
• Customer-oriented attitude and patience in dealing with customers. 
• Able to work well within a team and adapt to changing priorities. 
• Displays effort and application in achieving results, with a high level of initiative and productivity. 
• Ability to work under pressure, prioritise and meet agreed deadlines. 

Why Join Us?

We are an employee-owned PropTech company with unparalleled experience in property management solutions. Based in Clerkenwell, London, we support around 250 organisations with our TRAMPS, BlueBox, o6ix, and Estateman products.

With 60 employees, we are one of the leading innovators in our sector, developing sophisticated tools to automate processes, analyse information, and integrate with other best-of-breed applications. Our web-based Mojo brand and web apps have driven significant growth, with more expansion expected in the coming years.

Join us and be part of a company that values expertise, innovation, and collaboration.

Don’t tick every box? No problem – if you believe your skills and experience would make you a valuable addition to our team, we’d still love to hear from you. Potential candidates should drop us a line at this email address.

Strictly no agencies.