Technical Support Consultant

**Work for a Culture that values its Employees.** We are looking for Superstars that loves delivering outstanding customer experiences to join our Product Team. Reporting to the Senior Product Specialist, you will build your product knowledge by resolving product, software and related environmental issues as reported by our clients in a high-volume, transactional environment. Our entire team are passionate, driven, customer focused consultants that strive to provide world class services to our clients, who thrive on improving the customer experience as well as driving internal efficiencies. **WHO ARE WE?** LEAP is the global leader in the development of integrated productivity solutions for law firms with offices in Australia, New Zealand, United States, Canada, United Kingdom, and the Republic of Ireland. We employ more than 800 people globally with more than 61,000 practitioners using our solution globally, enjoy all the benefits of a state-of-the-art legal practice management. As the world continues to adapt and grow, our cloud based legal solution is proving its value by helping law firms to work remotely anywhere to ensure their business continuity and efficiency. Our Team take pride in our Company Culture and share a genuine interest in how our solutions can positively impact our clients. We acknowledge their efforts with professional development, rewards, and recognition, and provide an array of excellent employee benefits _(Check out our perks & benefits below)_ **Requirements**: **WHAT YOU'LL DO** - Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner - Replicate and escalate client reported issues to relevant development channels - Answer general client software and hardware queries - Action inbound and outbound calls as assigned to achieve daily KPIs - Capture notes using standard notes template in CRM, including recording detailed information for all calls requiring further escalation - Maintain LEAP software knowledge against the capability matrix **WHAT YOU NEED TO BE REALLY GOOD AT** - Communication - clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message - Managing work (includes time management) - effectively managing one’s time and resources to ensure that work is completed efficiently - Building customer loyalty - effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty - Technical / professional knowledge and skills - having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise **WHAT YOU KNOW AND HAVE DONE BEFORE JOINING US** - Qualifications (or progressing towards qualifications) in legal, accounting or technology - A proven record and passion for providing excellent customer service (preferably within a professional services environment) - Proven ability to manage high-volume, transactional calls - Competent in MS Office - Proven ability to problem-solve - Demonstrated ability to learn new skills - Experience within a help desk or call centre environment (desired, but not essential) **Benefits** - Friendly, supportive, and driven culture - Complimentary gym membership - Fully stocked pantry - Weekly massages - Break out area and sporting activities - Monthly celebrations for birthdays, work anniversaries, new joiners and passing of probation - Generous Parental Leave benefits - One additional paid "Be Me" leave day per year to celebrate being you - Opportunity to participate in our Employee Share Scheme **SOUND LIKE A JOB YOU WERE BORN TO DO? WE WANT TO HEAR FROM YOU AND CAN'T WAIT TO RECEIVE YOUR APPLICATION** At LEAP, we promote equal opportunity. Creating a culture of diversity and inclusion not only promotes innovation but we believe is the right way to do business. Our LEAPsters bring different cultures, genders and perspectives to their days and we wouldn't have it any other way. We welcome and encourage you to apply, no matter who you are or how you identify. unless you are representing a third-party agency. Thanks for thinking of us, but we will not review any CVs from external recruitment agencies.