Help Desk Technician

LEAP leads the world in the development and sale of cloud-based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 600 people globally, with offices in the USA, Australia, and the UK, and serve over 12,000 law firms worldwide. We are seeking a Helpdesk Technician to join our highly motivated, high-velocity, and growing team on a hybrid work model. LEAP provides the best training, equipment, mentoring, and support to ensure your success. We hire smart people who can get things done.

About the role

The Helpdesk Technician will focus on guiding LEAP customers through various use and installation-related questions. You will understand customer needs related to product use and maintain a product log to capture identified issues or new feature requests. Once fully trained, this role will work a remote 40-hour week with a shift pattern from 9 AM to 6 PM daily.

Responsibilities

• Provide client support and technical issue resolution via email, phone, and chat
• Understand clients' business and software needs
• Resolve technical issues by guiding clients on specific features of LEAP software products
• Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demo videos, etc.)
• Work independently and efficiently to meet deadlines

Requirements

• 1 year of customer service experience (required)
• Accounting or legal background (advantageous but not essential)
• Excellent communication, customer service, and writing skills (essential)
• Demonstrated knowledge of SQL and Access databases
• Computer proficiency with basic troubleshooting (e.g., managing files, folders, network drives, installation issues)
• Experience with Microsoft products, including MS Word and Excel
• Strong collaborative teamwork and people skills
• Clear understanding of LEAP culture
• Thrives in an intellectually stimulating, high-energy team environment
• Attention to detail, ability to manage time effectively, and work independently within a team
• Ability to meet deadlines and commit to team goals

Benefits

• Medical, Dental, and Vision Plans
• 401k with Company Matching Program
• Virtual Staff Events
• Employee Assistance Plans
• Flexible Annual Leave
• Company Shares Opportunity

Pay

$56,000–$62,000 OTE

Schedule

Remote 40-hour workweek, 9 AM–6 PM daily