Archived listing. The details below describe a past opening.
The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions.
Responsibilities:
· Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients’ needs and environmental factors · Record inquiries, issues, and their details within service tickets · Serve as a point of contact for technicians before case escalations · Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters) · Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate · Updating internal and external stakeholders of current known issues and development updates as documented in Jira · Training of level 1 technicians in escalations processes · Disseminating best practice solutions, process changes and updates to issues to helpdesk team · Occasional on-site visits for firms with advanced and widespread issues
Requirements
· 2 – 5 years’ experience in a customer service role · Strong commitment to provide exceptional customer service · Proficient in Microsoft Office Word, Outlook, and Excel · Expertise in the LEAP Legal Software Applications · Experience in providing technical support · Strong analytical and problem-solving skills · Excellent written and verbal communication skills · Effective time management skills · Ability to meet deadlines and commit to team goals · Attention to detail, ability to provide clear, concise instructions and advice · Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude · Clear understanding of LEAP culture · 6+ months experience with LEAP Helpdesk · Detailed technical writing required for escalation to development
Desired Skills:
Legal degree or experience Previous experience of legal practice management software Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online Experience of supporting cloud-based software, and the likely issues that they present Experience with Salesforce or a similar CRM system Experience of using remote support tools (e.g. LogMeIn Rescue, ScreenConnect, etc)
Benefits
- Medical, Dental and Vision Plans Available
- 401k with Company Matching Program
- Access to Wellhub
- Employee Assistance Plans
- Flexible PTO
- Company Shares Opportunity