Help Desk Technician

LEAP Legal Software; Jersey City (NJ); Hybrid; USD 56,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental and Vision plans

401k with company matching

Virtual staff events

Employee assistance plans

Flexible annual leave

Company shares opportunity

Training provided

Job summary

LEAP leads the world in cloud-based legal practice management software for small law firms. We are seeking a Helpdesk Technician to join a high-velocity team on a hybrid work model with remote 40-hour weeks and occasional in-person training at our Jersey City headquarters.

The role focuses on guiding customers on product use, installation questions and logging issues or feature requests. Training provided; strong communication and SQL/Access skills preferred; based in the Tri-State area.

Qualifications

• 1 year of customer service experience required.
• Accounting or Law experience is a plus but not essential.
• Excellent communication, customer service and writing skills are essential.
• A large portion of time is spent on phone and chat helping customers.
• Demonstrated knowledge of SQL and Access databases.
• Must be proficient with basic computer troubleshooting (files, folders, network drives, installation issues).
• Experience with Microsoft Word and Excel.

Responsibilities

• Provide client support and technical issue resolution via email, phone and chat.
• Understand client's business/software needs.
• Resolve technical issues by guiding clients with LEAP features.
• Develop better self-help materials for LEAP’s self-support centre.
• Able to work independently and meet deadlines.

Skills

Customer service

Communication

Writing

Teamwork

Time management

Tools

SQL

Access

MS Word

Excel

Job description

LEAP leads the world in the development and sale of cloud based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 1000 people globally, have offices in the USA, Australia and the UK with more than 12,000 law firms using our software worldwide. We are seeking a Helpdesk Technician to join our highly motivated, high velocity and growing team on a hybrid work model. LEAP will provide you with the best training, equipment, mentoring and support in order for you to be successful.

We employ people who are smart and can get things done.

The Helpdesk Technician will focus on guiding LEAP customers for various use and installation related questions. The candidate should be able to understand customer's need related to particular product use and maintain a product log capturing any identified issues or new feature requests. Once fully trained, this role will be working a remote 40-hour week shift pattern from 9-6pm daily. Candidates using AI during the interview process will not be considered, and all interviews will take place by zoom, with a final in person interview in our Jersey City office.

Responsibilities and Duties (including but not limited to)

• Provide client support and technical issue resolution via email, phone and chat
• Understand client's business/software needs
• Resolve technical issues by guiding clients with specific features of LEAP software products
• Proactively improve LEAPs self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
• Able to work independently and efficiently to meet deadlines.

All training will be provided.

• 1 years' customer service experience required. Accounting or Law would be an advantage but not essential.
• Excellent communication, customer service and writing skills are essential. A large portion of the time is spent on phone and chat with helping customers.
• Demonstrated knowledge of SQL and Access databases.
• Must be computer proficient with basic computer troubleshooting knowledge such as how to manage files, folders, network drives, folder maps, installation issues etc.
• Experience with Microsoft products including MS Word and Excel.
• Demonstrate strong collaborative teamwork and people skills.
• Excellent collaborative spirit.
• A clear understanding of LEAP culture.
• Thrives working with an intellectually stimulating, high-energy team.
• Attention to detail, ability to manage time effectively, ability to work independently but within a team environment.
• Ability to meet deadlines and commit to team goals.
• Must be based in the Tri-State area. While the role is 100% remote, there may be annual in person training that takes place in our Jersey City headquarters.

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Virtual Staff Events
• Employee Assistance Plans
• Flexible Annual Leave
• Company Shares Opportunity
• Salary $56-62k OTE

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. We look for the best person for the job. To ensure a fair and authentic recruitment process, candidates are expected to represent their own skills and experience throughout; the use of AI to generate application materials or provide real-time assistance during interviews or assessments may result in removal from the recruitment process.