Technical Support Specialist - AI Apps

Corto Pty Ltd; Sydney; Hybride; AUD 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Full training provided

Résumé du poste

LEAP Studio, part of CORTO, is launching a startup product and seeking a customer-focused support professional in Sydney. You'll be the first line of technical support, helping law firms build what they need inside Studio.

You'll work with the app maker and content creator teams, handle cases via Salesforce, email and live chat, and contribute to knowledge articles. This hybrid role offers hands-on product learning and training.

Qualifications

• Experience in customer support or help desk is preferred.
• Ability to diagnose issues and communicate solutions clearly.
• Interest in AI and how tools can automate workflows.

Responsabilités

• Serve as second-line support for LEAP Studio, handling cases via help desk, email and live chat.
• Diagnose why an app isn’t behaving and explain causes in actionable terms.
• Guide firms through their first build and contribute to knowledge articles.
• Escalate defects to the development Escalations team with detailed information.
• Build in LEAP Studio between cases to learn the product and create sample templates.

Connaissances

Customer service

Problem solving

Interest in AI

Description du poste

Grow your tech career - apply your customer service/problem solving skills and passion for AI - be the first in tech support person startup product within a larger, established LegalTech business.

• Unique tool for law firms - lawyers can easily build the tools they need
• Join a growing team at product launch - have an impact on our roadmap
• Sydney head office, hybrid working, full training provided

About LEAP Studio

LEAP Studio is part of CORTO, a cutting-edge software company dedicated to revolutionising the legal industry. We integrate seamlessly with LEAP Legal Software - the leading provider of Legal Practice Management Solutions in the world. Over a 30-year period LEAP has expanded across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand and supports more than 75,000 lawyers.

Within LEAP, a lawyer can describe the tool they want (instead of waiting for us to build it!) - an evidence tracker, a court deadline calculator, a client document checklist, a settlement offer timeline - and Studio builds it. The app then runs inside the matter they're already working on, with access to the client, the parties, the documents and the dates. No code, no development project, no six-month wait.

Studio goes live for the first time in November and is a huge step in the LEAP ecosystem - with the kind of customisation that our clients have not seen before. This is a startup product in a brand-new team - you'll solve problems that haven't been solved before, and your feedback will continually help guide and shape the direction this product takes.

What you'll do

You'll be the person a firm reaches when the thing they're building doesn't do what they expected. Sometimes that's a configuration problem. Often it's a lawyer who knows exactly what they want and needs help getting a tool to understand it. Either way, you're the reason they get there instead of giving up.

Between cases, you'll build apps in Studio yourself. This is how you'll learn the product well enough to support it, and what you build becomes the examples other firms start from.

Studio has a full engineering team behind it - you'll be the customer facing person supporting it. It's a technical support role with a maker's job attached. Some of your week goes on cases. The rest goes on building in Studio and writing the guides firms read before they ever need to reach you.

To make this happen, you will:

• Resolve support cases for LEAP Studio as the second line, across both halves of the product - App Maker and Content Creator. Cases reach you through our existing help desk in Salesforce, by email and live chat, once the first line has handled the straightforward questions
• Diagnose why an app isn't behaving - data not pulling through, a connection failing, a limit being hit - and explain the cause in terms the firm can act on
• Call firms when a conversation beats a reply. Some problems are five minutes on a screen-share and twenty minutes in writing
• Hold new firms through their first build. The heaviest support need is at the start, when someone is enthusiastic and lost at the same time. Getting them through that first app is most of the job
• Escalate real defects to our development Escalations team with enough detail that they can act on it without going back to the client
• Build in LEAP Studio between cases - to learn it, to test what we ship, and to create the templates and worked examples that reduce the next firm's support need
• Feed what you learn back. The questions you answer twice belong in the documentation. The things that break belong in the product backlog. You'll be the closest person to how the product actually behaves in firms' hands
• Help build the function. This is a new product and a new support role, so the case notes, the severity definitions and the knowledge articles get shaped as we go, with you in the room

What you'll bring

Four things matter here, and we're looking for three of them. Almost