"People come to lawyers for help. The lawyers come to me.”

Helpdesk Systems Specialist, Cardiff Office

• You will be the first point of contact for solicitors and other legal staff when they encounter queries and issues using our products, and you will focus on guiding LEAP customers for various use and installation related question
• Work for a Culture that values its Employees
• Permanent, Full-time, Hybrid

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.

Meet the 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, you’ll find plenty to discover in a dynamic team that thrives on helping people

What you’ll do

• Providing excellent client support and issue resolution via email, phone and live chat

• Learning, maintaining and applying a high level of knowledge of the key functions of LEAP products
• Working efficiently and effectively to achieve and exceed Key Performance Indicators
• Proactively improving LEAPs self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
• Building productive client relationships and high client satisfaction

What you’ll bring

• At least 1 years’ experience in a customer facing environment.
• Excellent communication, customer service and writing skills.
• Strong analytical and problem-solving skills
• Competence with Microsoft products, in particular Word and Excel.
• Demonstrated strong collaborative teamwork and people skills.
• Experience with Salesforce or another CRM system would be beneficial
• Strong level of enthusiasm and an ability to work within an intellectually stimulating, high-energy team.
• Attention to detail, ability to manage time effectively, and ability to meet deadlines
• Qualification (or progression towards a qualification) in a legal or numerate discipline will be advantageous

What you’ll get

On top of a competitive salary and bonus scheme, we also offer an excellent benefits package:

• LEAP pay 8% of your salary into your pension
• Private Health Insurance, including Optical and Dental
• Generous monthly gym contribution
• Life Insurance cover
• Employee Assistance Program
• Professional Development Fund - generous yearly learning allowance to grow & upscale your career.
• Enhanced Parental Leave
• PerkBox Membership
• Cycle to work scheme
• 25 days holiday (plus 8 bank holidays)
• Work Anniversary Rewards
• Paid time off to give blood
• Volunteer Day – We offer 1 day per year for a charity of your choice
• Free healthy breakfast, light lunch, snacks
• A dog friendly office

Life at LEAP
LEAP is all about impact, growth and ownership. We’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other and driven by the difference we can make together.

LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, a world-leading Parenting Policy, regular social events, free gym membership and so much more.

We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture and we’re committed to empowering LEAPsters with resources, ongoing support and more than 20 defined career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments and even work abroad.

More you should know
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