Technical Product Support Advisor – Hybrid (Leeds)

About the role

We are seeking a Technical Product Support Advisor to join our eCOS team in Leeds. You will be the first point of contact for clients and consumers using our digital onboarding solution, helping them resolve technical issues quickly and clearly.

Key responsibilities

• Provide first‑line technical assistance for eCOS users, aiming to resolve queries at the initial contact.
• Triage, prioritize and, when necessary, escalate issues to the appropriate internal teams.
• Track the progress of each case and keep customers informed until a resolution is reached.
• Apply troubleshooting techniques and product knowledge to identify root causes and suggest practical solutions.
• Communicate complex technical information in plain language to non‑technical users and internal stakeholders.
• Collaborate with the eCOS Product and Support Manager to contribute to product improvements.

Required profile

• Excellent verbal and written communication skills with a customer‑focused attitude.
• Analytical mindset and ability to devise clear, concise solutions.
• Strong prioritisation and time‑management capabilities.
• Proactive ownership of issues and commitment to high‑quality service.
• Experience using software applications and distinguishing product faults from user errors.

Required skills