Support Analyst - Level 1 (Accounting Software) at LEAP Legal Software

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

08 Oct, 26

Salary

0.0

Posted On

10 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Accounting Principles, Trust Accounting, Customer Service, Problem Solving, Technical Communication, Financial Reporting, Bank Reconciliation, General Ledger, Billing, Receipting, Analytical Skills, Time Management

Industry

Software Development

Description

About LEAP LEAP is the leading provider of Legal Practice Management 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 71,000 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. About the role As a Level 1 Support Analyst – Accounting, you'll be the first friendly voice our Practice Evolve clients reach when they need a hand with the accounting side of their software. From trust accounting to end-of-month processing, you'll help legal professionals get the most from the tools they rely on every day — solving real problems for real people, one ticket at a time. It's a role for someone who loves getting to the bottom of things, enjoys the satisfaction of a resolved issue, and takes genuine pride in great customer service. What you'll do Be the first point of contact for our clients — answering calls, emails and support tickets, and owning each request from start to resolution. Diagnose and resolve accounting-related software issues across trust accounting, office accounting, billing, receipting, payments, bank reconciliations, journals and the general ledger. Support clients through end-of-month processing, financial reporting, trust transfers, GST, creditors and debtors. Guide clients on functionality and best-practice workflows so they get the most out of Practice Evolve. Prioritise and manage support requests in line with our processes and service level expectations. Escalate the trickier issues with clear, thorough documentation — staying across the client's experience until it's fully resolved. Keep accurate records of every interaction in our ticketing system, building a shared knowledge base the whole team can draw on. Work closely with our Support, Development and Product teams to solve problems, share knowledge and drive continuous improvement. What you'll bring A working knowledge of accounting principles and accounting software, including general ledger transactions, billing, receipting, reconciliations and financial reporting. A solid understanding of trust accounting — legal trust accounting experience is a real plus. Strong customer service skills and a genuine desire to help people. Clear, confident communication — you can explain technical concepts simply, both in writing and over the phone. Sound analytical and problem-solving skills, with sharp attention to detail. The ability to juggle multiple priorities and stay composed in a fast-paced support environment. A self-starter's mindset — happy working independently while contributing to a collaborative team. Familiarity with legal practice management software or legal accounting processes (advantageous, but not essential). 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 won’t 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. Flexible and hybrid working. We'd like to find this person in Sydney, but we want you to work in a way that suits you and we're 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. We're 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 well-being - enjoy an additional paid wellbeing day every year, free gym membership, corporate dental plan and weekly massages in the office. Work in a new, beautiful office space – with a catered lunch and breakfast every week, fully stocked kitchen and an on-site barista. Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence. #LI-AH1

Responsibilities

Act as the first point of contact for clients to diagnose and resolve accounting-related software issues. Guide users on best-practice workflows and manage support tickets from initial contact to resolution.