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