Help Desk Technician
About The Position
LEAP is seeking a Helpdesk Technician to support customers using its cloud-based legal practice management software. The role focuses on answering questions about product use and installation, understanding customer needs, resolving technical issues, and maintaining a product log of identified issues and feature requests. The position is described as hybrid, with a remote 40-hour weekly shift pattern from 9 a.m. to 6 p.m. daily once fully trained. The role may include annual in-person training at LEAP’s Jersey City headquarters. Training, equipment, mentoring, and support are provided. Interviews take place by Zoom, with a final in-person interview in the Jersey City office.
Requirements
- At least 1 year of customer service experience.
- Excellent communication, customer service, and writing skills.
- Demonstrated knowledge of SQL and Access databases.
- Computer proficiency and basic computer troubleshooting knowledge, including managing files, folders, network drives, folder maps, and installation issues.
- Experience with Microsoft products, including MS Word and Excel.
- Strong collaborative teamwork and people skills.
- Attention to detail and effective time management.
- Ability to work independently while contributing to a team environment.
- Ability to meet deadlines and commit to team goals.
- Must be based in the Tri-State area.
- Candidates are expected to represent their own skills and experience during recruitment; use of AI to generate application materials or provide real-time assistance during interviews or assessments may result in removal from the process.
Nice To Haves
- Accounting or law experience is advantageous but not essential.
- A clear understanding of LEAP culture.
- Thrives in an intellectually stimulating, high-energy team.
Responsibilities
- Provide client support and technical issue resolution via email, phone, and chat.
- Understand clients’ business and software needs.
- Guide clients through specific LEAP software product features to resolve technical issues.
- Improve LEAP’s self-support centre by creating self-help materials, including written how-to articles and demonstration videos.
- Work independently and efficiently to meet deadlines.
- Maintain a product log capturing identified issues and new feature requests.
Benefits
- Medical, dental, and vision plans available.
- 401(k) with company matching program.
- Virtual staff events.
- Employee assistance plans.
- Flexible annual leave.
- Company shares opportunity.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
