Support Specialist (Help Desk)
We are seeking a Support Specialist to join our highly motivated, high-velocity and growing team around the world, based in Vancouver, BC, with a hybrid work pattern. The Support Specialist 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. This role will be reporting to the Support Manager.
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 kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, which is 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 be in good company here.
**This role will be a hybrid work model, 3 days in the Vancouver office.
Responsibilities and Duties (included but not limited to)
- Provide client support and technical issue resolution via email, phone and chat
- Understand client's business/software needs
- Resolve technical issues by guiding clients with specific features of LEAP software products
- Proactively improve LEAPs self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
- Able to work independently and efficiently to meet deadlines.
Skills Required
- Accounting or Law would be an advantage but not essential.
- Excellent communication, customer service and writing skills are essential. A large portion of the time is spent on phone and chat with helping customers.
- Must be computer proficient with basic computer troubleshooting knowledge such as how to manage files, folders, network drives, folder maps, installation issues etc.
- Experience with Microsoft products including MS Word and Excel.
- Demonstrate strong collaborative teamwork and people skills.
- Excellent collaborative spirit.
- Thrives working with an intellectually stimulating, high-energy team.
- Attention to detail, ability to manage time effectively, ability to work independently but within a team environment.
- Ability to meet deadlines and commit to team goals.
Benefits
Why work at LEAP?
There are endless opportunities within our business to progress and grow your career and full training is provided so an aptitude and hunger to learn is essential. We offer:
- Competitive compensation with a base salary and a bonus structure. The base salary for this role will be $55,000 annually.
- Excellent group insurance benefits
- RRSP with employer matching
- Generous Paid Time Off (PTO), including starting at 4 weeks’ vacation, sick days, floater/personal days and volunteer days
- Hybrid working model at our beautiful and modern downtown Vancouver office as well as work from home days
- Collaborative and inclusive work environment filled with learning and support
At LEAP, we care about what we do and the people we work with
We continually improve to be the best
We NEVER EVER GIVE UP!
At LEAP we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. LEAP is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.