Technical Support Specialist

About the role

Technical Support Specialist - LegalTech SaaS
Location: Nottingham, London (Hybrid)

About LEAP
LEAP is the global leader in Legal Practice Productivity Solutions and part of ATI, one of the largest international LegalTech companies. For more than 30 years we have been developing innovative technology that helps lawyers run more efficient and profitable law firms.

Our mission is simple: to help lawyers who help people.

Our market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, LEAP is a fast-growing global technology business where ambitious people thrive.

Meet the team

WillSuite, part of LEAP, is expanding, and we’re looking for someone to join us at an exciting point in our journey.

This role is well suited to someone with experience in Technical Support and Customer Success. You’ll gain hands-on exposure across the entire client lifecycle, from onboarding and training through to ongoing support, while helping to shape the overall client experience.

You’ll work closely with a small, collaborative team, giving you real ownership, strong visibility, and the opportunity to make a meaningful impact as we continue to grow.

Requirements:
What you'll do

• Deliver first-line technical support, diagnosing and resolving customer issues efficiently
• Support clients with day-to-day queries, ensuring a high standard of service at all times
• Guide new clients through onboarding, ensuring a smooth setup and positive first experience
• Deliver onboarding and training sessions to help customers confidently use the product
• Act as a trusted point of contact, building strong relationships with clients
• Handle incoming queries via phone, email, or ticketing systems, keeping customers informed throughout
• Escalate more complex issues to the appropriate teams, following through to resolution
• Help improve the overall client experience and internal processes
• Contribute to training materials, documentation, and enablement resources

What we're looking for

• Around 3 years’ experience in a first-line support or similar customer-facing technical support role
• Providing first-line technical support to customers, troubleshooting issues and ensuring timely resolution
• Supporting clients throughout their journey, from onboarding and setup to ongoing day-to-day assistance
• Delivering training sessions to help customers get the most out of the product
• Acting as a key point of contact for client queries, building strong and trusted relationships
• Investigating and escalating more complex technical issues where needed
• Identifying opportunities to enhance processes, documentation, and support materials
• Gathering customer feedback and helping to shape product improvements

Desirable

• Legal or Accounting background

Benefits:
What you'll get

Career & Growth

• Generous professional development fund.
• Support for training, learning, and career progression.

Health & Wellbeing

• Private health insurance (including dental and optical).
• £80 monthly gym contribution.
• Employee Assistance Programme.
• Life insurance cover.

Financial Benefits

• 8% employer pension contribution.
• PerkBox membership with discounts and rewards.
• Cycle to Work scheme.

Time to Recharge

• 25 days annual leave + 8 bank holidays.
• Enhanced parental leave.
• 1 paid volunteer day each year for a charity of your choice.
• Work anniversary rewards.

In the Office

• Friendly, supportive, and driven culture.
• Free healthy breakfast, light lunch, and snacks.

Life at LEAP
Discover the human side of cutting-edge LegalTech.

Life at LEAP

Discover more LEAP opportunities

Closing Date: Friday, 14th 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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