Client Support Specialist

at  Leap Legal Software

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 100,000 lawyers and their staff in small and medium sized law firms.
Working alongside our international team of passionate high achievers, 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 find yourself in good company here.

REQUIREMENTS

• 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 high-volume, transactional calls
• Competent in MS Office
• Proven ability to problem-solve
• Demonstrated ability to learn new skills
• Experience within a help desk or call centre environment (desired, but not essential)

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 high-volume, transactional environment. You’ll 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 case

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 high-volume, transactional environment. You’ll 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