Support Specialist

The Support Specialist at LEAP plays a vital role in providing client support and resolving technical issues via email, phone, and chat. This position is about understanding the customer's business and software needs, assisting them with specific features of LEAP's products, and improving the self-support center by creating effective self-help materials.

Essential skills for a Support Specialist at LEAP include excellent communication, customer service, and writing abilities. Candidates should be computer proficient, have basic troubleshooting knowledge, and be experienced in Microsoft products like MS Word and Excel. A collaborative spirit and attention to detail are also crucial.

While accounting or legal experience is beneficial, it's not required for the Support Specialist role at LEAP. What is essential is a positive attitude, willingness to learn, and the capacity to work independently as well as in a team environment.

As a Support Specialist at LEAP, you can expect a collaborative and inclusive work environment. The company emphasizes a hybrid working model, allowing team members to spend three days in the Toronto office and work remotely for the rest. This setup encourages collaboration while offering flexibility.

LEAP offers a competitive compensation package, excellent group insurance benefits, a generous paid time off policy that starts at four weeks of vacation, and a supportive work environment that fosters growth and development. You'll also benefit from a collaborative atmosphere where learning is prioritized.

In your response, highlight specific examples of your past technical support roles. Discuss how you approached understanding customer problems, resolving issues, and your communication style. Remember to mention any software or tools you've worked with that relate to LEAP’s offerings.

Explain your approach to de-escalating situations. Show that you understand the importance of empathy, active listening, and maintaining professionalism, even in challenging interactions. Share specific strategies you may have used in past experiences.

Provide examples of how you've successfully learned new software in the past. Discuss methods like hands-on practice, seeking help from colleagues, or utilizing online resources. Demonstrating a proactive approach can vividly showcase your adaptability.

Share a specific instance where you tackled a technical issue, detailing the problem, your analysis process, and the ultimate resolution. Highlight the skills you utilized and how the solution impacted customer satisfaction.

Discuss the importance of clarity, patience, and feedback in effective communication. Showcase your ability to break down complex technical information into understandable terms for clients, ensuring they feel supported and valued.

Talk about your organizational methods, such as creating to-do lists or using software tools. Emphasize the importance of assessing the urgency of each issue and communicating timelines to clients to manage expectations.

Outline your ideas for enhancing self-help materials, such as creating clear how-to articles or engaging demo videos. Mention the significance of understanding common customer inquiries and feedback to provide valuable resources.

Focus on collaboration, sharing responsibilities, and seeking input from team members. Discuss any past experiences that demonstrate your ability to contribute effectively while valuing each team member's ideas and strengths.

Share personal values that drive your commitment to customer satisfaction, such as empathy and problem-solving. Mention the importance of creating positive experiences and how they encourage you to go above and beyond for clients.

Discuss your passion for continuous learning, whether through following industry news, attending workshops/webinars, or participating in professional forums. Demonstrating your commitment to personal growth shows you're prepared for a dynamic environment.