Helpdesk Technician

LEAP Legal Software UK; London; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

LEAP Legal Software UK seeks a Helpdesk Technician for their Battersea office. In this hybrid role, you will support solicitors and legal professionals by providing guidance on product usage. This position requires excellent communication and problem-solving skills, with a commitment to high client satisfaction and effective team collaboration. Join a culture that values its employees and offers robust benefits including pension contributions and professional development funds.

Benefits

8% pension contribution

Private health insurance

£80 monthly gym contribution

Life insurance cover

Employee Assistance Program

Professional Development Fund

Enhanced parental leave

Cycle to work scheme

25 days holiday plus bank holidays

Dog friendly office

Qualifications

• At least 1 year's experience in a customer-facing environment.
• Strong communication and customer service skills.
• Competence with Microsoft products and CRM systems.

Responsibilities

• Provide client support via email, phone, and live chat.
• Resolve issues efficiently to achieve KPIs.
• Improve self-support material for user guidance.

Skills

Communication

Customer Service

Problem Solving

Analytical Skills

Teamwork

Attention to Detail

Education

Qualification in a legal or numerate discipline

Tools

Microsoft Word

Microsoft Excel

Salesforce

Job description

LEAP Legal Software UK provided pay range

This range is provided by LEAP Legal Software UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

"People come to lawyers for help. The lawyers come to me."


Helpdesk Technician, Battersea office

• You will serve as the primary point of contact for solicitors and legal professionals, providing support and guidance on product usage, installation, and resolving any related queries they may encounter with LEAP
• Work for a Culture that values its Employees
• Permanent, Full-time, Hybrid
  
  
  
  

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 have driven us to reimagining productivity tools for lawyers and their staff, supporting 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 acts 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 thrives on helping people


Requirements



What you'll do

• Providing excellent client support and issue resolution via email, phone, and live chat
• Learning, maintaining, and applying a high level of knowledge of the key functions of LEAP products
• Working efficiently and effectively to achieve and exceed Key Performance Indicators
• Proactively improving LEAP's self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
• Building productive client relationships and high client satisfaction
  
  
  
  

What You'll Bring

• At least 1 year's experience in a customer facing environment
• Excellent communication, customer service, and writing skills
• Strong analytical and problem-solving skills
• Competence with Microsoft products, in particular, Word and Excel
• Demonstrated strong collaborative teamwork and people skills
• Experience with Salesforce or another CRM system would be beneficial
• Strong level of enthusiasm and an ability to work within an intellectually stimulating, high-energy team
• Attention to detail, ability to manage time effectively, and ability to meet deadlines
• Qualification (or progression towards a qualification) in a legal or numerate discipline will be advantageous
  
  
  
  

Benefits



What you'll get


On top of a competitive salary, we also offer an excellent benefits package:

• LEAP pays 8% of your salary into your pension
• Private health insurance, including optical and dental
• £80 a month gym contribution
• Life insurance cover
• Employee Assistance Program
• Generous Professional Development Fund
• Enhanced parental leave
• PerkBox membership
• Cycle to work scheme
• 25 days holiday (plus 8 bank holidays)
• Work anniversary rewards
• Paid time off to give blood
• Volunteer day - We offer 1 day per year for a charity of your choice
• Free healthy breakfast, light lunch, snacks
• A dog friendly office
  
  
  
  

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 and 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.


More you should know


Discover the human side of cutting edge LegalTech

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