L2 Helpdesk Technician — LEAP & Legal Software Expert

LEAP Legal Software

New Jersey

On-site

USD 55,000 - 75,000

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 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.