Support Specialist
Support Specialist
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Job Description
LEAP leads the world in the development and sale of cloud based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 600 people globally have offices in the USA Australia and the UK with more than 12000 law firms using our software worldwide. We are seeking a Support Specialist to join our highly motivated high velocity and growing team around the world based in Toronto ON hybrid work pattern. LEAP will provide you with the best training equipment mentoring and support for you to be successful.
We employ people who are smart and can get things done.
This role will be reporting to the Support Manager. The Support Specialist will focus on guiding LEAP customers for various use and installationrelated questions. The candidate should be able to understand customers need related to particular product use and maintain a product log capturing any identified issues or new feature requests.
**This role will be a hybrid work mode 3 days in the Toronto office.
Responsibilities and Duties (included but not limited to)
- Provide client support and technical issue resolution via email phone and chat
- Understand clients business/software needs
- Resolve technical issues by guiding clients with specific features of LEAP software products
- Proactively improve LEAPs selfsupport centre by developing better selfhelp material (written howto articles demo videos etc)
- Able to work independently and efficiently to meet deadlines.
Skills Required
- Accounting or Law would be an advantage but not essential.
- Excellent communication customer service and writing skills are essential. A large portion of the time is spent on phone and chat with helping customers.
- Must be computer proficient with basic computer troubleshooting knowledge such as how to manage files folders network drives folder maps installation issues etc.
- Experience with Microsoft products including MS Word and Excel.
- Demonstrate strong collaborative teamwork and people skills.
- Excellent collaborative spirit.
- Thrives working with an intellectually stimulating highenergy team.
- Attention to detail ability to manage time effectively ability to work independently but within a team environment.
- Ability to meet deadlines and commit to team goals.
Benefits
Why work at LEAP
There are endless opportunities within our business to progress and grow your career and full training is provided so an aptitude and hunger to learn is essential. We offer:
- Competitive compensation
- Excellent group insurance benefits
- RRSP with employer matching
- Generous Paid Time Off (PTO) including starting at 4 weeks vacation sick days floater/personal days and volunteer days
- Hybrid working model at our beautiful and modern downtown Toronto office as well as work from home days
- Collaborative and inclusive work environment filled with learning and support
At LEAP we care about what we do and the people we work with
We continually improve to be the best
We NEVER EVER GIVE UP!
At LEAP we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live including those with disabilities. LEAP is committed to providing accommodations in all parts of the hiring process. If you require an accommodation we will work with you to meet your needs.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
