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