Job Specifications
Helpdesk Technician, Battersea, or Cardiff office
Permanent, Full-time, Hybrid working model: 3 days in the office and 2 days home working
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 have driven us to reimagine productivity tools for lawyers and their staff, supporting 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 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 acts 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.
Requirements
What you'll do
Providing excellent client support and issue resolution via email, phone, and live chat
Learning, maintaining, and applying a high level of knowledge of the key functions of LEAP products
Working efficiently and effectively to achieve and exceed Key Performance Indicators
Proactively improving LEAP's self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
Building productive client relationships and high client satisfaction
What You'll Bring
At least 1 year's experience in a customer facing environment
Excellent communication, customer service, and writing skills
Strong analytical and problem-solving skills
Competence with Microsoft products, in particular, Word and Excel
Demonstrated strong collaborative teamwork and people skills
Experience with Salesforce or another CRM system would be beneficial
Strong level of enthusiasm and an ability to work within an intellectually stimulating, high-energy team
Attention to detail, ability to manage time effectively, and ability to meet deadlines
Qualification (or progression towards a qualification) in a legal or numerate discipline will be advantageous
Benefits
What you'll get
On top of a competitive salary, we also offer an excellent benefits package:
LEAP pays 8% of your salary into your pension
Private health insurance, including optical and dental
£80 a month gym contribution
Life insurance cover
Employee Assistance Program
Generous Professional Development Fund.
Enhanced parental leave
PerkBox membership
Cycle to work scheme
25 days holiday (plus 8 bank holidays)
Work anniversary rewards
Paid time off to give blood
Volunteer day - We offer 1 day per year for a charity of your choice
Free healthy breakfast, light lunch, snacks
A dog friendly office
Life at LEAP
LEAP is all about impact, growth, and ownership. We're united by a genuine passion for what we do, enriched by the care we show to our customers and each other, and driven by the difference we can make together.
LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, enhanced Parenting Policy, regular social events, free gym membership, and so much more.
We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture, and we're committed to empowering LEAPsters with resources and career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments, and even work abroad.
More you should know
Discover the human side of cutting edge LegalTech
Life at LEAP
Discover more LEAP opportunities
Closing Date: Friday, 2nd January
We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible.
It's fine to use AI to help with your application, just keep it genuine and make sure it reflects you.
A real person will read your CV and chat with you if you're invited to interview. We want to get to know the real you, not just ChatGPT!
About the Company
LEAP is an international leader in client-first legal software. We’re powered by a global team of technological innovators and legal experts, supporting firms across the United States, Canada, United Kingdom, Australia, and New Zealand. Our all-in-one productivity platform empowers legal professionals worldwide to practise law more efficiently and profitably. All this is possible because we genuinely care about the work we do and the people we work with. Visit careers.leaplegalsoftware.com to learn more.
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