Helpdesk Specialist (2nd line)

LEAP is the global leader in the development of integrated productivity solutions for law firms with offices in the United States, Canada, United Kingdom, Republic of Ireland, Australia, and New Zealand.

Law firms using LEAP software enjoy all the benefits of a state-of-the-art practice management system as well as legal accounting, document assembly and management and, uniquely, legal publishing assets, all in one integrated solution.

We are a trusted partner of more than 60,000 lawyers and their staff who rely on us to help them provide outstanding legal services and run productive, profitable law firms.

We are seeking a Second line Helpdesk Specialist to join our highly motivated, high velocity, and highly productive Helpdesk team.

LEAP will provide you with the best training, equipment, mentoring and support for you to be successful.

We employ people who are smart and can get things done.

The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions.

Responsibilities:

• Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients' needs and environmental factors
• Record inquiries, issues, and their details within service tickets
• Serve as a point of contact for technicians before case escalations
• Proactively improve LEAP's self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters)
• Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate
• Updating internal and external stakeholders of current known issues and development updates as documented in Jira
• Training of level 1 technicians in escalations processes
• Disseminating best practice solutions, process changes and updates to issues to helpdesk team
• Occasional on-site visits for firms with advanced and widespread issues

Requirements

• 2 - 5 years' experience in a customer service role
• Strong commitment to provide exceptional customer service
• Proficient in Microsoft Office Word, Outlook, and Excel
• Expertise in the LEAP Legal Software Applications
• Experience in providing technical support
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Effective time management skills
• Ability to meet deadlines and commit to team goals
• Attention to detail, ability to provide clear, concise instructions and advice
• Think quick on your feet to resolve customer problems.
• Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude
• Clear understanding of LEAP culture
• 6+ months experience with LEAP Helpdesk
• Detailed technical writing required for escalation to development

Desired Skills:

Legal degree or experience

Previous experience of legal practice management software

Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online

Experience of supporting cloud-based software, and the likely issues that they present

Experience with Salesforce or a similar CRM system

Experience of using remote support tools (e.g. LogMeIn Rescue, ScreenConnect, etc)

Benefits

• Medical, Dental and Vision Plans Available.
• Hybrid work model.
• 401k with Company Matching Program.
• Staff Events.
• Employee Assistance Plan.
• Unlimited PTO.
• Company Shares Opportunity.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job.