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L2 Helpdesk Technician

LEAP Legal Software
Three Rivers, USA
Full-time
Mid
Remote
Discovered 2 days ago

Full Job Posting

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
  • · 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
  • · 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)

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
  • · 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
  • 401k with Company Matching Program
  • Access to Wellhub
  • Employee Assistance Plans
  • Flexible PTO
  • Company Shares Opportunity

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