Technical Support 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. We develop and support software used by over 100,000 lawyers and their staff worldwide.

We're a fast-growing technology business with an international team of passionate high achievers. Our purpose is to 'Help lawyers who help people.'

Job Description

The Technical Support Specialist - Client Care will be part of our Family Law team, assisting clients working in family law and other practice areas.

You'll build your product knowledge by resolving client issues as reported by our clients in a high-volume environment.

Key Responsibilities:
  • Provide excellent customer service while resolving LEAP product queries.
  • Answer general client software and hardware queries.
  • Action inbound and outbound calls to achieve daily KPIs.
  • Troubleshoot, diagnose, and resolve application issues.
  • Capture notes using standard templates in CRM.
Requirements:

We're looking for someone with strong technical expertise, including proficiency in cmd command prompts, interpreting XML files, and resolving client-related tech issues.

You'll also need a passion for providing excellent customer service, proven ability to manage high-volume calls, and competence in MS Office.

A proactive approach, effective time management, and the ability to learn new skills are essential for this role.

What You'll Get:
  • Friendly, supportive, and driven culture.
  • Generous parental leave benefits.
  • One additional paid 'Be Me' day per year.
  • Complimentary gym membership.
  • Fully stocked pantry.

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