The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions.

Responsibilities:

·        Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients’ needs and environmental factors

·        Record inquiries, issues, and their details within service tickets

·        Serve as a point of contact for technicians before case escalations

·        Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters)

·        Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate

·        Updating internal and external stakeholders of current known issues and development updates as documented in Jira

·        Training of level 1 technicians in escalations processes

·        Disseminating best practice solutions, process changes and updates to issues to helpdesk team

·        Occasional on-site visits for firms with advanced and widespread issues

Requirements

·        2 – 5 years’ experience in a customer service role

·        Strong commitment to provide exceptional customer service

·        Proficient in Microsoft Office Word, Outlook, and Excel

·        Expertise in the LEAP Legal Software Applications

·        Experience in providing technical support

·        Strong analytical and problem-solving skills

·        Excellent written and verbal communication skills

·        Effective time management skills

·        Ability to meet deadlines and commit to team goals

·        Attention to detail, ability to provide clear, concise instructions and advice

·        Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude

·        Clear understanding of LEAP culture

·        6+ months experience with LEAP Helpdesk

·        Detailed technical writing required for escalation to development

Desired Skills:

Legal degree or experience

Previous experience of legal practice management software

Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online

Experience of supporting cloud-based software, and the likely issues that they present

Experience with Salesforce or a similar CRM system

Experience of using remote support tools (e.g. LogMeIn Rescue, ScreenConnect, etc)

Benefits

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Access to Wellhub
• Employee Assistance Plans
• Flexible PTO
• Company Shares Opportunity