L2 Helpdesk Technician

LEAP Legal Software; New Jersey; On-site; USD 55,000 - 75,000; Full time

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 is seeking a Second Line Helpdesk Technician in New Jersey. You will troubleshoot escalated issues, document cases, and guide Level 1 staff through escalations while enhancing self-help resources.

You will leverage LEAP applications, provide technical support, and work with development on complex cases, including occasional on-site visits. Strong communication and analytical skills are essential for success.

Qualifications

• 2–5 years’ experience in a customer service role.
• Strong commitment to provide exceptional customer service.
• Proficient in Microsoft 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.

Responsibilities

• Advanced troubleshooting of complex issues in an analytical manner considering client needs and environment.
• Record inquiries, issues, and details within service tickets.
• Serve as point of contact for technicians before escalations.
• Develop self-help materials (how-to articles, demos, videos, newsletters).
• Document replicable issues and escalate to Development or other departments.
• Update stakeholders on known issues and development updates as per Jira.
• Train level 1 technicians in escalation processes.
• Disseminate best practices and process updates to the helpdesk team.
• Occasional on-site visits for firms with advanced issues.
• 6+ months experience with LEAP Helpdesk.
• Detailed technical writing required for escalation.

Skills

Customer service

Analytical thinking

Problem-solving

Written and verbal communication

Time management

Attention to detail

Team collaboration

Education

Legal degree or experience

Tools

LEAP

LEAP Helpdesk

Microsoft Word

Outlook

Excel

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

Desired Skills:

Legal degree or experience

Previous experience of legal practice management software

Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online

Experience of supporting cloud-based software, and the likely issues that they present

Experience with Salesforce or a similar CRM system

Experience of using remote support tools (e.g. LogMeIn Rescue, ScreenConnect, etc)

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Access to Wellhub
• Employee Assistance Plans
• Flexible PTO
• Company Shares Opportunity