LEAP Legal Software ANZ logo

L2 Helpdesk Technician

LEAP Legal Software ANZ
Department:Help Desk Support
Type:REMOTE
Region:USA
Location:United States
Experience:Associate
Salary:$64,000 - $68,000
Skills:
MICROSOFT OFFICE WORDOUTLOOKEXCELLEAP LEGAL SOFTWARE APPLICATIONSTECHNICAL SUPPORTANALYTICAL AND PROBLEM-SOLVINGWRITTEN AND VERBAL COMMUNICATIONTIME MANAGEMENTTECHNICAL WRITING
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Job Description

Posted on: June 27, 2025

The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions. Responsibilities:

  • Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients' needs and environmental factors
  • Record inquiries, issues, and their details within service tickets
  • Serve as a point of contact for technicians before case escalations
  • Proactively improve LEAP's self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters)
  • Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate
  • Updating internal and external stakeholders of current known issues and development updates as documented in Jira
  • Training of level 1 technicians in escalations processes
  • Disseminating best practice solutions, process changes and updates to issues to helpdesk team
  • Occasional on-site visits for firms with advanced and widespread issues

RequirementsRequired Skills:

  • 2 - 5 years' experience in a customer service role
  • Strong commitment to provide exceptional customer service
  • Proficient in Microsoft Office Word, Outlook, and Excel
  • Expertise in the LEAP Legal Software Applications
  • Experience in providing technical support
  • Strong analytical and problem-solving skills
  • Excellent written and verbal communication skills
  • Effective time management skills
  • Ability to meet deadlines and commit to team goals
  • Attention to detail, ability to provide clear, concise instructions and advice
  • Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude
  • Clear understanding of LEAP culture
  • 6+ months experience with LEAP Helpdesk
  • Detailed technical writing required for escalation to development

Desired Skills: Legal degree or experience Previous experience of legal practice management software Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online Experience of supporting cloud-based software, and the likely issues that they present Experience with Salesforce or a similar CRM system Experience of using remote support tools (e.g. LogMeIn Rescue, ScreenConnect, etc) Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • Work From Home
  • Wellness Resources
  • Stock Option Plan
  • Salary $64,000-$68,000
Originally posted on LinkedIn

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