Helpdesk Technician

LEAP Legal Software UK; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading LegalTech firm in London seeks a Helpdesk Technician to provide exceptional support for legal professionals. This role involves assisting clients via various communication channels and maintaining in-depth knowledge of the company's products. The ideal candidate has customer service experience and strong problem-solving skills. The position offers a hybrid work model with competitive benefits including private health insurance and professional development opportunities.

Benefits

8% pension contribution

Private health insurance

£80 gym contribution

Life insurance cover

Employee Assistance Program

Professional Development Fund

Enhanced parental leave

PerkBox membership

Cycle to work scheme

25 days holiday plus bank holidays

Volunteer day for charity

Free healthy breakfast and snacks

Dog friendly office

Qualifications

• At least 1 year's experience in a customer facing environment.
• Excellent communication, customer service, and writing skills.
• Strong analytical and problem-solving skills.
• Strong level of enthusiasm and ability to work in a high-energy team.

Responsibilities

• Providing excellent client support and issue resolution via email, phone, and live chat.
• Maintaining knowledge of LEAP products.
• Achieving and exceeding Key Performance Indicators.
• Proactively enhancing LEAP's self-support materials.

Skills

Customer service skills

Analytical skills

Problem-solving

Communication skills

Teamwork

Attention to detail

Education

Qualification in legal or numerate discipline

Tools

Microsoft Word

Microsoft Excel

Salesforce

Job description

Helpdesk Technician, London office (Battersea), or Cardiff 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
• Permanent, Full-time, Hybrid working model: 3 days in the office and 2 days remote
  
  
  
  

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, enhanced 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

Life at LEAP

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Closing Date: Monday 18th August, 2025

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible.

It's fine to use AI to help with your application, just keep it genuine and make sure it reflects you.

A real person will read your CV and chat with you if you're invited to interview. We want to get to know the real you, not just ChatGPT!