Support Specialist (HelpDesk)

“Everyday they’re helping people, and I get to make sure nothing stands in their way.”

Support Specialist, Vancouver, BC

ABOUT LEAP
LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

MEET THE TEAM
Help is at the heart of everything we do at LEAP and no one knows that better than the friendly faces and voices of our invaluable Client Support Team.

Responding in real time using our Salesforce technology stack including Service Cloud, our team of attentive problem solvers act quickly and thoroughly to address inquiries and concerns, so our clients can continue to help people without missing a beat.

With space to grow your career in new and surprising directions and an impact you can see and feel with every smiling client, you’ll find plenty to discover in a dynamic team that thrive son helping people.

WHAT YOU'LL DO

Responsibilities and Duties (included 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.

WHAT YOU'LL BRING

• At least 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.
• 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.
• 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.
  

WHAT YOU'LL GET

• Hybrid, flexible working model.

• Excellent working environment.
• Employee Share Scheme.
• A fantastic culture – open communication, and transparency through practical and quarterly strategic briefings.
• Competitive Health Insurance, RRSP Plan, and vacation time

LIFE AT LEAP
LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.

LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more.

We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources, ongoing support and more than 20 defined career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments and even work abroad.