Client Support Specialist

About LEAP

LEAP 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 has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose to Help lawyers who help people. The market leading software we develop and support is used by more than 100000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers youll join a fastgrowing 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 youll find yourself in good company here.

Meet the Client Support Team

Help is at the heart of everything we do at LEAP and no one knows that better than the friendly faces and voices of our invaluable Client Support Team.

Responding in real time using our Salesforce technology stack including Service Cloud our team of attentive problem solvers act quickly and thoroughly to address inquiries and concerns so our clients can continue to help people without missing a beat.

With space to grow your career in new and surprising directions and an impact you can see and feel with every smiling client youll find plenty to discover in a dynamic team that thrives on helping people

What youll do

As a Client Support Specialist you will build your product knowledge by resolving product software and related environmental issues as reported by our clients in a highvolume transactional environment. Youll slot into a customer focused team who strive to provide world class services to our clients and thrive on improving the customer experience as well as driving internal efficiencies. Your day to day might look like this:

• Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner
• Answer general client software and hardware queries
• Action outbound calls and emails as assigned to achieve daily KPIs
• Attend to a high volume of queries per week (200 logged on average)
• Troubleshoot diagnose and resolve application issues
• Capture notes using standard notes template in CRM (Salesforce) including recording detailed information for all cases

What youll bring

• Qualifications (or progressing towards qualifications) in legal accounting or technology

• A proven record and passion for providing excellent customer service (preferably within a professional services environment)
• Proven ability to manage highvolume transactional calls
• Competent in MS Office
• Proven ability to problemsolve
• Demonstrated ability to learn new skills
• Experience within a help desk or call centre environment (desired but not essential)

You are the type of person who

• Can assimilate and apply new jobrelated information in a timely manner
• Can clearly convey 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
• Can effectively manage your time and resources to ensure that work is completed efficiently
• Can build customer loyalty effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty

Why join LEAP

• Your work matters. Helping lawyers help people sits at the heart of everything we do. We solve real world problems that improve and support local everyday law firms. So they can do their best work for the people in the communities they serve.
• Make an impact. You wont be another cog in the wheel here. We give full trust and autonomy for you to be heard to work on big & complex projects and to make a real difference.
• Work with a group of authentic passionate people who love what they do.
• Wellfunded and global. LEAP is the leading provider of Legal Practice Productivity Solutions across Australia Canada the United States the United Kingdom the Republic of Ireland and New Zealand. Were part of ATI one of the largest international LegalTech companies.
• Flexible and hybrid working. Wed like to find this person in Sydney but we want you to work in a way that suits you and were open to flexible arrangements that support you.
• Grow your career with us. Our founder Christian Beck has been building legal tech businesses for over 30 years. There are opportunities galore to expand your career based on where your interests lie. Were not afraid to pivot based on market conditions you will always have the opportunity to stay ahead of the curve and do your best work here.
• Have fun with us. Celebrations. Socials. Sports teams. Access to sailing and yacht events.
• We value your wellbeing enjoy an additional paid wellbeing day every year free gym membership corporate dental plan and monthly massages in the office. Well throw in a catered lunch and breakfast every week too. Oh and an onsite barista.

Required Experience:

Unclear Seniority