Helpdesk Consultant

1 month ago

Sydney, Australia LEAP Legal Software Full time
Are you a technical whizz looking for a new challenge? Deliver exceptional customer service to troubleshoot our clients’ issues Be part of a supportive and nurturing team

ABOUT LEAP
LEAP is the leading provider of Legal Practice Productivity 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 100,000 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 Care 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 Care team.

Reporting to the Director of Operations – Family Law, 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 will form part of the Family Law team, which is a division of LEAP focusing on assisting clients predominately working in family law, in addition to other practice areas.

Our entire team are passionate, driven, customer focussed consultants that strive to provide world class services to our clients, who thrive on improving the customer experience as well as driving internal efficiencies.

What you'll do

Provide excellent customer service whilst 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 template in CRM, including recording detailed information for all calls requiring further escalation Maintain LEAP software knowledge against the capability matrix

Requirements

What you'll bring

Technical expertise – you will have a strong technical background, confident in cmd command prompts, interpreting xml files, and be 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. You communicate in a focused and compelling way. 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.

Benefits

What you’ll get

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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