L2 Helpdesk Technician - LEAP Expert | Flexible PTO

LEAP Legal Software, Inc.; New Jersey; On-site; USD 40,000 - 56,000; 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, 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

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.