Help Desk Technician

LEAP leads the world in the development and sale of cloud based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 1000 people globally, have offices in the USA, Australia and the UK with more than 12,000 law firms using our software worldwide. We are seeking a Helpdesk Technician to join our highly motivated, high velocity and growing team on a hybrid work model. LEAP will provide you with the best training, equipment, mentoring and support in order for you to be successful.

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

The Helpdesk Technician will focus on guiding LEAP customers for various use and installation related questions. The candidate should be able to understand customer's need related to particular product use and maintain a product log capturing any identified issues or new feature requests. Once fully trained, this role will be working a remote 40-hour week shift pattern from 9-6pm daily. Candidates using AI during the interview process will not be considered, and all interviews will take place by zoom, with a final in person interview in our Jersey City office.

Responsibilities and Duties (including but not limited to)

• Provide client support and technical issue resolution via email, phone and chat
• Understand client's business/software needs
• Resolve technical issues by guiding clients with specific features of LEAP software products
• Proactively improve LEAPs self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
• Able to work independently and efficiently to meet deadlines.

All training will be provided.

Requirements

• 1 years’ customer service experience required. Accounting or Law would be an advantage but not essential.
• Excellent communication, customer service and writing skills are essential. A large portion of the time is spent on phone and chat with helping customers.
• Demonstrated knowledge of SQL and Access databases.
• Must be computer proficient with basic computer troubleshooting knowledge such as how to manage files, folders, network drives, folder maps, installation issues etc.
• Experience with Microsoft products including MS Word and Excel.
• Demonstrate strong collaborative teamwork and people skills.
• Excellent collaborative spirit.
• A clear understanding of LEAP culture.
• Thrives working with an intellectually stimulating, high-energy team.
• Attention to detail, ability to manage time effectively, ability to work independently but within a team environment.
• Ability to meet deadlines and commit to team goals.
• Must be based in the Tri-State area. While the role is 100% remote, there may be annual in person training that takes place in our Jersey City headquarters.