L2 Helpdesk Technician

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

Requirements

• · 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

• Medical, Dental and Vision Plans Available
• 401k with Company Matching Program
• Access to Wellhub
• Employee Assistance Plans
• Flexible PTO
• Company Shares Opportunity