Client Support Specialist

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 Client Support 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

As a Client Support Specialist, you will build your product knowledge by resolving product, software and related environmental issues as reported by our clients in a high-volume, transactional environment. You'll slot into a customer focused team who strive to provide world class services to our clients, and thrive on improving the customer experience as well as driving internal efficiencies. Your day to day might look like this:

• Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner
• Answer general client software and hardware queries
• Action outbound calls and emails as assigned to achieve daily KPIs
• Attend to a high volume of queries per day (200 logged on average)
• Troubleshoot, diagnose and resolve application issues
• Capture notes using standard notes template in CRM (Salesforce), including recording detailed information for all cases

• Qualifications (or progressing towards qualifications) in legal, accounting or technology

• A proven record and passion for providing excellent customer service (preferably within a professional services environment)
• Proven ability to manage high-volume, transactional calls
• Competent in MS Office
• Proven ability to problem-solve
• Demonstrated ability to learn new skills
• Experience within a help desk or call centre environment (desired, but not essential)

You are the type of person who

• Can assimilate and apply new job-related information in a timely manner
• Can clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
• Can effectively manage your time and resources to ensure that work is completed efficiently
• Can build customer loyalty – effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty

LEAP will provide you with the best training, equipment, mentoring and support that we are capable of to optimise the chances of you being successful. In addition to that you'll receive:

• Friendly, supportive, and driven culture
• Complimentary gym membership
• Flexible Work Environment
• Fully stocked pantry
• Monthly massages
• Break out area and sporting activities
• Monthly celebrations for birthdays, work anniversaries, new joiners
• Generous Parental Leave benefits
• One additional paid "Be Me" leave day per year to celebrate being you!
• Opportunity to participate in our Employee Share Scheme