Helpdesk Specialist

4 weeks ago

Sydney, New South Wales, Australia LEAP Legal Software Full time
About LEAP Legal Software

LEAP is a leading provider of Legal Practice Productivity Solutions, part of ATI – one of the largest international LegalTech companies. For over 30 years, our commitment to continual improvement has driven us to reimagine productivity tools for lawyers and their staff, supporting our guiding purpose: to 'Help lawyers who help people'. Our market-leading software is used by over 100,000 lawyers and staff in small and medium-sized law firms.

Meet the Client Care Team

At LEAP, help is at the heart of everything we do. Our Client Care team is a friendly and supportive group of experts who are passionate about delivering exceptional customer service.

Job Summary

We are seeking a highly skilled and customer-focused Helpdesk Specialist to join our Family Law team. As a Helpdesk Specialist, you will be responsible for resolving product, software, and related environmental issues reported by our clients in a high-volume, transactional environment.

Key Responsibilities
  • Provide excellent customer service while resolving LEAP product queries in an accurate and timely manner
  • Answer general client software and hardware queries
  • Action inbound and outbound calls as assigned to achieve daily KPIs
  • Troubleshoot, diagnose, and resolve application issues
  • Capture notes using standard notes templates in CRM, including recording detailed information for all calls requiring further escalation
  • Maintain LEAP software knowledge against the capability matrix
Requirements
  • Technical expertise – you will have a strong technical background, confident in cmd command prompts, interpreting XML files, and capable of independently resolving client-related tech issues within LEAP software
  • A passion for providing excellent customer service and seeing problems through to resolution
  • Proven ability to manage high-volume, transactional calls
  • Competence in MS Office
  • Building customer loyalty – you effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty
  • Technical / professional knowledge and skills – you've achieved a good level of technical and professional skill, and understanding of relevant areas of law, and you keep up with current developments and trends in those areas of expertise
  • High-impact communication – you can clearly and succinctly convey information and ideas to individuals and groups in a variety of situations
  • A proactive approach – you take prompt action to accomplish objectives, taking action to achieve goals beyond what is required
  • Managing work (includes time management) – effectively managing one's time and resources to ensure that work is completed efficiently
  • Demonstrated ability to learn new skills – you can assimilate and apply new job-related information in a timely manner
What We Offer
  • Friendly, supportive, and driven culture
  • Generous Parental Leave benefits
  • One additional paid 'Be Me' leave day per year to celebrate being you
  • Complimentary gym membership
  • Fully stocked pantry
  • Monthly massages
  • Monthly celebrations for birthdays, work anniversaries, new joiners
  • Opportunity to participate in our Employee Share Plan

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