Support Specialist

About this 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.