Helpdesk Technician

LEAP Legal Software

Bath

Hybrid

GBP 26,000 - 36,000

Full time

14 days+

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Benefits offered by this job

Private health insurance

Dental and optical cover

Gym membership allowance

Employee Assistance Programme

Life insurance

8% employer pension contribution

PerkBox discounts

Cycle to Work

LEAP Home housing support

25 days annual leave

8 bank holidays

Enhanced parental leave

One volunteer day per year

Job summary

LEAP Legal Software is seeking a Helpdesk Technician (LegalTech) in Bath, offering hybrid working arrangements. You will join a high-performing Support Team to assist legal professionals with SOS software, handling accounts-related support, daily operations, and issue resolution.

Ideal candidates bring prior first-line support experience, strong IT skills with Microsoft Office, and a calm, customer-focused approach.

Qualifications

Previous experience providing first-line technical support.
Strong IT skills, including confidence with Microsoft Office applications.
Clear communication skills and a commitment to excellent client service.
A calm, solutions-focused approach to problem-solving, even when priorities or information are unclear.
The ability to make sound decisions under pressure and work effectively with colleagues.

Responsibilities

Respond to client support requests by email, phone and chat, and follow up proactively where needed.
Build a thorough understanding of the software you support and guide clients through remote troubleshooting.
Work towards service targets for customer satisfaction, response time, first contact resolution and average handling time.
Keep accurate ticket records, including troubleshooting steps and clear instructions for reproducing issues that need escalation.
Keep clients informed of progress and maintain a complete history of actions in the support system.
Help clients resolve issues involving third-party applications, such as Microsoft Word and Outlook.
Escalate tickets to the appropriate teams and communicate clearly with clients and colleagues throughout.
Attend training, complete related assessments and contribute to daily team huddles.
Work with colleagues to analyse requirements for new features and functionality

Skills

First-line support

Microsoft Office

Customer service

Calm problem solving

Decision making under pressure

Tools

Liberate software

Job description

Helpdesk Technician - LegalTech

The Role

Helpdesk Technician - LegalTech

Location:

Bath (Hybrid) | Permanent | Full-Time

About SOS

As part of the LEAP group, we are committed to excellence and a customer-first mindset, earning the trust of legal professionals across the country. Joining our team of passionate, driven individuals offers the opportunity to grow, develop your skills, and make a meaningful impact in the legal industry.

At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.

The Opportunity

We are looking for a Support Analyst to join our high-performing Support Team. In this role, you'll deliver accounts-related support to clients, assisting with daily operations, navigating systems, and resolving issues within the SOS software.

Requirements

What you'll do

Respond to client support requests by email, phone and chat, and follow up proactively where needed
Build a thorough understanding of the software you support and guide clients through remote troubleshooting
Work towards service targets for customer satisfaction, response time, first contact resolution and average handling time
Keep accurate ticket records, including troubleshooting steps and clear instructions for reproducing issues that need escalation
Keep clients informed of progress and maintain a complete history of actions in the support system
Help clients resolve issues involving third-party applications, such as Microsoft Word and Outlook
Escalate tickets to the appropriate teams and communicate clearly with clients and colleagues throughout
Attend training, complete related assessments and contribute to daily team huddles
Work with colleagues to analyse requirements for new features and functionality

What You'll Bring

Essential

Previous experience providing first-line technical support
Strong IT skills, including confidence with Microsoft Office applications
Clear communication skills and a commitment to excellent client service
A calm, solutions-focused approach to problem-solving, even when priorities or information are unclear
The ability to make sound decisions under pressure and work effectively with colleagues

Desirable

Experience working in a legal practice.
Knowledge of Liberate software

Benefits

What you'll get

Career Development

Generous professional development fund to support your growth
Ongoing opportunities for training, learning and career progression

Health & Wellbeing

Private health insurance, including dental and optical cover
£80 monthly contribution towards your gym membership
Access to our Employee Assistance Programme
Life insurance cover for added peace of mind

Financial Benefits

8% employer pension contribution
PerkBox membership, giving you access to a range of discounts and rewards
Cycle to Work scheme
Access to LEAP Home, our unique programme designed to support you in purchasing your primary residence

Time Off