HelpDesk Support Consultant

Are you a Junior Lawyer, Paralegal or Legal Secretary looking for a change of environment but keep your experience to use?

Or are you an Accountant looking for an exciting new challenge and a change of career in the tech industry? This role is for You!

Work for a Culture that values its Employees.

We are looking for Superstars that loves delivering outstanding customer experiences to join our Helpdesk Team. Reporting to the Helpdesk Support Manager, you will resolve product, software and related environmental issues as reported by our clients in a high-volume, transactional environment.

Our HelpDesk team act as the intermediaries between our clients and internal Infinitylaw teams, responsible for driving new features, bug fixes and feedback from our clients to Infinitylaw developments for implementation to enhance the experience of our clients.

WHO ARE WE?
LEAP is the global leader in the development of integrated productivity solutions for law firms with offices in Australia, New Zealand, United States, Canada, United Kingdom, and the Republic of Ireland. We employ more than 400 people globally with more than 61,000 practitioners using our solution globally, enjoy all the benefits of a state-of-the-art legal practice management. As the world continues to adapt and grow, our cloud based legal solution is proving its value by helping law firms to work remotely anywhere to ensure their business continuity and efficiency.

Infinitylaw is a sophisticated, all-in-one practice management system with fully integrated accounting and document management and is used by over 300 law firms across Australia and New Zealand.

Our Team pride in our Company Culture and shares a genuine interest in how our solutions can positively impact our clients, and we acknowledge their efforts with professional development, rewards and recognition whilst enjoying excellent employee benefits! (Check out our perks & benefits below)

WHAT YOULL DO
Provide excellent customer service whilst resolving Infinitylaw product queries in an accurate and timely manner
Answer general client software and hardware queries
Action inbound and outbound calls as assigned to achieve daily KPIs
Attend to a high volume of transactional calls (40+ per day)
Troubleshoot, diagnose and resolve application issues
Capture notes using standard notes template in CRM, including recording detailed information for all calls requiring further escalation
Maintain Infinitylaw software knowledge against the capability matrix

WHAT YOU NEED TO BE REALLY GOOD AT
Applied learning assimilating and applying new job-related information in a timely manner
Communication clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
Managing work (includes time management) effectively managing ones time and resources to ensure that work is completed efficiently
Building customer loyalty effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
Technical / professional knowledge and skills having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise
Critical thinking skills - ability to analyse and deal with complex problems logically, gather all information required and find a solution in consultation with others when necessary

WHAT YOU KNOW AND HAVE DONE BEFORE JOINING US
Qualifications (or progressing towards qualifications) in accounting or law
A proven record and passion for providing excellent customer service (preferably within a professional services environment)
Proven ability to manage high-volume, transactional calls
Competent in MS Office applications and Windows environment
Proven ability to problem-solve
Demonstrated ability to learn new skills
Experience within a help desk or call centre environment (desired, but not essential)
Competent in MS Office applications and Windows environment

BENEFITS
Friendly, supportive, and driven culture
Company updates for birthdays, work anniversaries, new joiners and passing of probation
Generous Parental Leave benefits
One additional paid "Be Me" leave day per year to celebrate being you!

SOUND LIKE A JOB YOU WERE BORN TO DO? WE WANT TO HEAR FROM YOU AND CAN'T WAIT TO RECEIVE YOUR APPLICATION!

At LEAP NZ/Infinitylaw, we promote equal opportunity. Creating a culture of diversity and inclusion not only promotes innovation but we believe is the right way to do business. Our Infinitylaw people bring different cultures, genders and perspectives to their days and we wouldn't have it any other way. We welcome and encourage you to apply, no matter who you are or how you identify.

unless you are representing a third-party agency. Thanks for thinking of us, but we will not review any CVs from external recruitment agencies.
In accordance with our COVID safe workplace guidelines, we require our employees to be fully vaccinated.