L2 Helpdesk Technician

LEAP Legal Software, Inc.

New Jersey

On-site

USD 40,000 - 56,000

Full time

6 days ago

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Benefits offered by this job

Medical, Dental and Vision plans

401k with Company Matching

Wellhub access

Employee Assistance Plans

Flexible PTO

Company Shares Opportunity

Job summary

LEAP Legal Software, Inc. is seeking a Helpdesk Technician to troubleshoot advanced issues escalated by the first-line team. You will investigate, resolve or escalate cases while mastering the LEAP application and related resolutions.

You will record inquiries, support tickets, and communicate with technicians before escalations, while contributing to self-help content and knowledge base improvements. This role includes occasional on-site visits and requires strong communication skills.

Qualifications

2–5 years of experience in a customer service role.
6+ months experience with LEAP Helpdesk.
Proficient in Microsoft Office Word, Outlook and Excel.
Excellent written and verbal communication skills.
Ability to work in a fast-paced, dynamic environment.

Responsibilities

Advance troubleshooting of complex issues escalated by first-line support.
Record inquiries and issues in service tickets with details.
Serve as point of contact for technicians before escalation.
Develop self-help material to enhance LEAP's knowledge base.
Document replicable issues and escalate to Development as needed.
Update stakeholders on known issues and development updates in Jira.
Train Level 1 technicians on escalation processes.
Share best-practice solutions and process changes with the team.
Occasional on-site visits for widespread issues.

Skills

Troubleshooting

Ticketing

Communication

LEAP proficiency

MS Office

Analytical skills

Time management

Documentation

On-site support

Customer service

Education

Legal degree or experience

Tools

LEAP Helpdesk

LogMeIn Rescue

ScreenConnect

Job description

The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions.

Responsibilities:

Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients’ needs and environmental factors
Record inquiries, issues, and their details within service tickets
Serve as a point of contact for technicians before case escalations
Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters)
Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate
Updating internal and external stakeholders of current known issues and development updates as documented in Jira
Training of level 1 technicians in escalations processes
Disseminating best practice solutions, process changes and updates to issues to helpdesk team
Occasional on-site visits for firms with advanced and widespread issues
2 – 5 years’ experience in a customer service role
Strong commitment to provide exceptional customer service
Proficient in Microsoft Office Word, Outlook, and Excel
Expertise in the LEAP Legal Software Applications
Experience in providing technical support
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Effective time management skills
Ability to meet deadlines and commit to team goals
Attention to detail, ability to provide clear, concise instructions and advice
Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude
Clear understanding of LEAP culture
6+ months experience with LEAP Helpdesk
Detailed technical writing required for escalation to development