Helpdesk Technician

ABOUT LEAP
LEAP Legal Software is a multinational Legal Tech company that develops integrated productivity solutions for the legal profession including practice management, case management, document management, accounting, and legal publishing, as well as client and lawyer collaboration tools.
LEAP has more than 600 employees in offices throughout Canada, the United States, Australia, the United Kingdom, Ireland and New Zealand. LEAP supports the software needs of more than 25,000 law firms and has more than 10,000 firms using its flagship cloud product, LEAP.
LEAP will provide you with the best training, equipment, mentoring and support that we are capable of to optimise the chances of you being successful.
We employ people who can get things done and will appreciate being part of an accountable, high-performance culture.
THE ROLE

We are seeking a Helpdesk Technician to join our highly motivated, high velocity and growing team in our Cardiff office.
The Helpdesk Technician will focus on guiding LEAP customers for various use and installation related questions. The candidate should be able to understand customer's need related to particular product use and maintain a product log capturing any identified issues or new feature requests. Our team are passionate, driven and strive to provide world class services to our clients, as well as drive internal efficiencies.
The* Helpdesk Technician *will be the first point of contact for solicitors and other legal staff when they encounter queries and issues using our products. You must be able to recognise the needs of our clients and work conscientiously and proactively to provide the best outcomes for them.
Working Pattern & Location
08:30 – 1700 Monday to Friday, Cardiff Office
A hybrid working pattern - 3 days office based and 2 days home based.

WHAT YOU WILL BE DOING

• 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 LEAPs self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
• Building productive client relationships and high client satisfaction

Requirements
WHAT WE NEED FROM YOU

• At least 1 years’ 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

Desirable:

• Qualification (or progression towards a qualification) in a legal or numerate discipline

Benefits
WHAT YOU WILL GET IN RETURN
On top of a competitive salary and bonus scheme, we also offer an excellent benefits package:

• A fantastic culture - open communication, quarterly strategic briefings collaborative
• LEAP pay 8% of your salary into your pension - you pay nothing.
• Private Health Insurance, including Optical and Dental
• £50 a month gym contribution
• Life Insurance cover
• Employee Assistance Program
• Professional Development Fund - £500 yearly learning allowance to grow & upscale your career
• Parental leave
• PerkBox Membership, with 25 flexi-points per month
• Cycle to work scheme
• Large, modern offices conveniently located next to Twickenham station
• 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

OTHER GREAT PERKS

• Hybrid working model – 3 days office based, and 2 days home based
• Latest equipment for you to be successful when home working
• Free healthy breakfast, light lunch, and snacks
• A dog friendly office
• Regular socials. We love a good party!

Don’t just take our word for it that LEAP is a great place to work, check out what our amazing LEAPSters have to say; Visit Life at LEAP & LEAP on Glassdoor.com
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At LEAP, we care about what we do and the people we work with._*
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We continually improve to be the best._*
We NEVER EVER GIVE UP!
At LEAP, we promote equal opportunity. Creating a culture of diversity and inclusion not only promotes innovation but we believe is the right way to do business. Our LEAPsters bring different cultures, genders and perspectives to their days and we wouldn't have it any other way. We welcome and encourage you to apply, no matter who you are or how you identify.
PLEASE NOTE:_ If you are viewing this advert via an external job board, only applications submitted via our careers page will be considered. https://www.leap.co.uk/opportunities/ If you have not heard from us within 2 weeks of your application, you have not been successful on this occasion. Thank you for your interest in LEAP._

Job Type: Full-time

Salary: £24,000.00 per year