Support Specialist

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 12,000 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 installation-related questions. The candidate should be able to understand customer’s 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 client’s business/software needs
• Resolve technical issues by guiding clients with specific features of LEAP software products
• Proactively improve LEAPs self-support centre by developing better self-help material (written how-to 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, high-energy 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 Insurance Benefits, RRSP matching Plan, and generous Vacation Time.
• Hybrid, flexible working model.
• Excellent and collaborative working environment.
• A fantastic culture – open communication, and transparency through practical and quarterly strategic briefings.
• Employee Share Scheme

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.