Remote Help Desk Technician - Grow with a Global SaaS Team

LEAP Legal Software; Jersey City (NJ); Hybrid; USD 56,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental and Vision plans

401k with company matching

Virtual staff events

Employee assistance plans

Flexible annual leave

Company shares opportunity

Training provided

Job summary

LEAP leads the world in cloud-based legal practice management software for small law firms. We are seeking a Helpdesk Technician to join a high-velocity team on a hybrid work model with remote 40-hour weeks and occasional in-person training at our Jersey City headquarters.

The role focuses on guiding customers on product use, installation questions and logging issues or feature requests. Training provided; strong communication and SQL/Access skills preferred; based in the Tri-State area.

Qualifications

• 1 year of customer service experience required.
• Accounting or Law experience is a plus but not essential.
• Excellent communication, customer service and writing skills are essential.
• A large portion of time is spent on phone and chat helping customers.
• Demonstrated knowledge of SQL and Access databases.
• Must be proficient with basic computer troubleshooting (files, folders, network drives, installation issues).
• Experience with Microsoft Word and Excel.

Responsibilities

• Provide client support and technical issue resolution via email, phone and chat.
• Understand client's business/software needs.
• Resolve technical issues by guiding clients with LEAP features.
• Develop better self-help materials for LEAP’s self-support centre.
• Able to work independently and meet deadlines.

Skills

Customer service

Communication

Writing

Teamwork

Time management

Tools

SQL

Access

MS Word

Excel

Job description

LEAP leads the world in cloud-based legal practice management software for small law firms. We are seeking a Helpdesk Technician to join a high-velocity team on a hybrid work model with remote 40-hour weeks and occasional in-person training at our Jersey City headquarters.

The role focuses on guiding customers on product use, installation questions and logging issues or feature requests. Training provided; strong communication and SQL/Access skills preferred; based in the Tri-State area.