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Support Specialist

LEAP Legal Software
Hybrid / CanadaFull timeMid level (2–4 years)
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About the role

About The Role

The Support Specialist will focus on guiding LEAP clients (customers) on various use and installation-related questions. The ideal candidate will understand client needs related to particular product use and how to maintain clear product records during any identified issues or new feature requests.

About LEAP

LEAP Global 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 dedicated individuals, 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.

Key Responsibilities

  • Provide client support and technical issue resolution via email, phone and chat
  • Understand and solve client business/software needs
  • Resolve technical issues by guiding clients with specific features of LEAP software products
  • Proactively enhance LEAP's Self-Support Centre by developing clear, engaging, and effective self-help resources, including step-by-step how-to articles, demonstration videos, and other educational materials
  • Work both independently and within a small team to efficiently to meet deadlines and client needs

Requirements

  • 1-3 years of experience in technical support or a similar customer facing role. Previous experience working with legal software or within a legal tech environment is an asset
  • Excellent communication, customer service and writing skills are essential. A large portion of this role is spent on supporting clients over the phone and via chat communication
  • Must be computer proficient with basic computer troubleshooting knowledge such as how to manage files, folders, network drives, folder maps, installation issues etc
  • Strong experience with Microsoft Office products
  • Collaborative and highly team oriented
  • Excellent interpersonal skills
  • Strong attention to detail, excellent time management skills and ability to work well independently and within a team environment
  • Ability to meet deadlines and commit to team goals

Benefits

Why work at LEAP?

  • Competitive compensation.
  • 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 Toronto office as well as work from home days
  • Collaborative and inclusive work environment filled with learning and support
  • Regular team and regional social events and activities

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 accommodation, we will work with you to meet your needs.

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