Client Support Specialist

About LEAP

LEAP is the leading provider of Legal Practice Management Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to 'Help lawyers who help people'. The market-leading software we develop, and support is used by more than 71,000 lawyers and their staff in small and medium-sized law firms.

Working alongside our international team of passionate high achievers, you'll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious 'LEAPsters' working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you'll find yourself in good company here.

Meet the Client Support team

Help is at the heart of everything we do at LEAP and no one knows that better than the friendly faces and voices of our invaluable Client Support Team.

Responding in real time using our Salesforce technology stack including Service Cloud, our team of attentive problem solvers act quickly and thoroughly to address inquiries and concerns, so our clients can continue to help people without missing a beat.

With space to grow your career in new and surprising directions and an impact you can see and feel with every smiling client, you'll find plenty to discover in a dynamic team that thrives on helping people.

What you'll do

As a Client Support 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. You'll slot into a customer focused team who strive to provide world class services to our clients, and thrive on improving the customer experience as well as driving internal efficiencies.

To make this happen, you will:

• Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner

• Answer general client software and hardware queries

• Action outbound calls,emails, and chats as assigned to achieve daily KPIs
• Attend to a high volume of queries per day (200 logged on average)
• Troubleshoot, diagnose and resolve application issues
• Capture notes using standard notes template in CRM (Salesforce), including recording detailed information for all cases

What you'll bring

• 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
• Consider it a bonus if you have experience within a help desk or call centre environment.

You are the type of person who

• Is curious -you're not afraid to ask questions, explore and share your thoughts and ideas.
• Manages time and priorities effectively – you stay organised, use resources wisely, and deliver quality work efficiently.
• Builds lasting customer relationships – you understand customer needs, take ownership of their satisfaction, and work to earn their loyalty.
• Thrives in collaboration – you value diverse perspectives and believe the best outcomes are achieved when teams succeed together.

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all the requirements above, we encourage you to still submit your application.

Why join LEAP?

• Your work matters. Helping lawyers help people sits at the heart of everything we do. We solve real world problems that improve and support local, everyday law firms. So they can do their best work for the people in the communities they serve.
• Make an impact. You won't be another 'cog in the wheel' here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference.
• Work with a group of authentic, passionate people who love what they do.
• Well-funded and global. LEAP is the leading provider of Legal Practice Productivity Solutions across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland and New Zealand. We're part of ATI – one of the largest international LegalTech companies.
• Flexible and hybrid working. We'd like to find this person in Sydney, but we want you to work in a way that suits you and we're open to flexible arrangements that support you.
• Grow your career with us. Our founder Christian Beck has been building legal tech businesses for over 30 years. There are opportunities galore to expand your career based on where your interests lie. We're not afraid to pivot based on market conditions - you will always have the opportunity to stay ahead of the curve and do your best work here.
• Have fun with us. Celebrations. Socials. Sports teams. Access to sailing and yacht events.
• We value your well-being - enjoy an additional paid wellbeing day every year, free gym membership, corporate dental plan and weekly massages in the office. We'll throw in a catered lunch and breakfast every week too. Oh and an on-site barista.
• Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence.