L2 Helpdesk Technician

LEAP Legal Software; United States; Teletrabalho; USD 55 000 - 75 000; Tempo integral

Resumo da oferta

LEAP Legal Software in the United States is seeking a Helpdesk Technician to troubleshoot complex tickets escalated by the first line support team. You will investigate, resolve or escalate cases while mastering the LEAP application.

You will record inquiries and issues in tickets, serve as a liaison before escalations, and contribute to improving self-help with articles, demonstrations, videos, and newsletters. Occasional on-site visits may be required.

Qualificações

• 2–5 years’ experience in a customer service role.
• Commitment to provide exceptional customer service.
• Experience in providing technical support.

Responsabilidades

• Advanced troubleshooting of advanced issues in an analytical manner, considering client needs and environment.
• Record inquiries, issues, and their details within service tickets.
• Serve as a point of contact for technicians before case escalations.
• Develop self-help material (how-to articles, demonstrations, videos, and newsletters).
• Document replicable issues and escalation to Development teams or other departments as appropriate.
• Update stakeholders on known issues and development updates in Jira.
• Train level 1 technicians in escalation processes.
• Disseminate best-practice solutions and process updates to the helpdesk team.
• Occasional on-site visits for firms with advanced issues.

Conhecimentos

Customer service experience

Technical support

Communication skills

Ferramentas

LEAP Legal Software Applications

Microsoft Office (Word/Outlook/Excel)

Descrição da oferta de emprego

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

Requirements

• 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