Helpdesk Technician

Helpdesk Technician, Dublin Office

• Permanent, full-time, hybrid working model: 3 days in the office and 2 days remote.

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

Requirements:
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 LEAP's 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 year of experience in a customer-facing environment.
• Accounting experience will be advantageous
• Excellent communication, customer service, and writing skills.
• Strong analytical and problem-solving skills.
• Competent 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.

Benefits:
What you'll get

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

• LEAP pays 8% of your salary into your pension.
• Private Healthcare.
• Monthly €93 Gym Contribution.
• Life Insurance.
• PerkBox Membership.
• Yearly Work Milestone reward.
• Professional Development allowance of €500 per employee per year.
• Cycle to Work Scheme.
• 25 Days of holiday.

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, an enhanced 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 and ongoing support. 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
Discover the human side of cutting edge LegalTech.

Life at LEAP

Discover more LEAP opportunities.

Closing Date: Friday, 8th May

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible.

It’s fine to use AI to help with your application, just keep it genuine and make sure it reflects you.

A real person will read your CV and chat with you if you’re invited to interview. We want to get to know the real you, not just ChatGPT!

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