LegalTech Helpdesk Pro | Hybrid (Bath)

LEAP Legal Software; Bath; Hybrid; GBP 26,000 - 36,000; Full time

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

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.