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Technical Customer Support Expert

1 month ago

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

About LEAP Legal Software

LEAP Legal Software is a global leader in providing innovative productivity solutions for the legal industry. With a strong commitment to continuous improvement, our team of passionate experts has been redefining productivity tools for lawyers and their staff for over 30 years. Our mission is to empower the legal community by providing cutting-edge technology that supports our core purpose: 'Helping lawyers who help people.'

We're looking for an exceptional Technical Customer Support Expert to join our international team of high achievers. Working at LEAP means being part of a fast-growing technology business where no two days are ever the same. With a diverse team of over 1000 talented individuals across multiple locations, you'll find yourself surrounded by like-minded professionals who share your passion for excellence.

The Client Support Team: A Hub of Excellence

At LEAP, customer satisfaction is paramount. Our Client Support Team is dedicated to delivering world-class service, using our Salesforce technology stack, including Service Cloud. As a Technical Customer Support Expert, you will be part of this dynamic team, working closely with clients to resolve product-related issues and concerns in a timely and effective manner.

Your Key Responsibilities

As a Technical Customer Support Expert, you will:

  • Resolve complex product and software issues reported by clients, utilizing your technical expertise and problem-solving skills.
  • Provide top-notch customer service while addressing client inquiries and concerns, ensuring seamless support experiences.
  • Action outbound calls and emails as assigned to meet daily performance targets.
  • Manage a high volume of queries per week, demonstrating your ability to work efficiently under pressure.
  • Troubleshoot, diagnose, and resolve application issues, leveraging your analytical skills and technical knowledge.
  • Capture detailed case notes using standard templates in our CRM system (Salesforce).

Requirements and Qualifications

To excel in this role, you'll need:

  • A degree or equivalent qualification in a relevant field, such as law, accounting, or technology.
  • A proven track record of delivering exceptional customer service, preferably in a professional services environment.
  • Demonstrated experience in managing high-volume, transactional calls and resolving complex issues.
  • Proficiency in Microsoft Office applications.
  • Strong problem-solving skills and ability to learn new technologies quickly.
  • Prior experience in a help desk or call center environment is desirable but not essential.

What We Offer

At LEAP, we're committed to investing in your growth and development. As a Technical Customer Support Expert, you can expect:

  • A competitive salary package ($60,000 - $80,000 AUD per annum) reflecting your skills and experience.
  • Ongoing training and professional development opportunities to enhance your technical expertise and career prospects.
  • A supportive and collaborative work environment that fosters innovation and teamwork.
  • A range of employee benefits, including flexible work arrangements, a fully stocked pantry, and monthly massages.
  • The opportunity to participate in our Employee Share Scheme, allowing you to own a stake in the company's success.