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