Helpdesk Consultant (Legal or Accounting Background)
LEAP Legal Software, Australia
Job Description
Everyday they’re helping people, and I get to make sure nothing stands in their way.
- Are you a Junior Lawyer, Paralegal or Legal Secretary looking for a new challenge where your skills and experience are highly valuable?
- Work for a culture that values its Employees
- Fulltime, Remote (Must be based in Perth, Western Australia)
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 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.
Reporting to the Helpdesk Manager, 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.
Our entire team are passionate, driven, customer focused consultants that strive to provide world class services to our clients, who thrive on improving the customer experience as well as driving internal efficiencies
Requirements
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
WHAT YOU’LL BRING
- Qualifications (or progressing towards qualifications) in accounting or law
- A proven record and passion for providing excellent customer service (preferably within a professional services environment)
- Proven ability to manage high-volume, transactional calls
- Competent in MS Office
- Proven ability to problem-solve
- Demonstrated ability to learn new skills
- Experience within a help desk or call centre environment (desired, but not essential)
WHAT YOU NEED TO BE REALLY GOOD AT
- Applied learning assimilating and applying new job-related information in a timely manner
- Communication clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
- Managing work (includes time management) effectively managing one’s time and resources to ensure that work is completed efficiently
- Building customer loyalty effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
- Technical / professional knowledge and skills having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise
As this is a permanent role it will only be open to candidates with Australian Permanent residency or Citizenship.
Benefits
- Friendly, supportive, and driven culture
- Complimentary gym membership
- Fully stocked pantry
- Monthly massages
- Break out area and sporting activities
- Monthly celebrations for birthdays, work anniversaries, new joiners
- Generous Parental Leave benefits
- One additional paid "Be Me" leave day per year to celebrate being you!
- Opportunity to participate in our Employee Share Scheme
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 prioritisi