Help Desk Technician
About The Position
LEAP is seeking a Help Desk Technician to support customers using its cloud-based legal practice management software. The role guides customers through product use, installation, and technical questions, identifies their needs, and records issues or feature requests in a product log. After training, the position follows a remote 40-hour weekly shift pattern from 9 a.m. to 6 p.m. The role is remote for candidates based in the Tri-State area, with possible annual in-person training at the Jersey City headquarters. Training, equipment, mentoring, and support are provided. Interviews take place over Zoom, with a final in-person interview in the Jersey City office. Applicants must represent their own skills and experience; use of AI during interviews or assessments may result in removal from the recruitment process.
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 troubleshooting knowledge, including file and folder management, network drives, folder maps, and installation issues.
- Experience with Microsoft products, including Word and Excel.
- Strong collaboration, teamwork, and people skills.
- Attention to detail and effective time management.
- Ability to work independently within a team environment and meet deadlines.
- Must be based in the Tri-State area.
- Candidates are expected to represent their own skills and experience; use of AI to generate application materials or provide real-time assistance during interviews or assessments may result in removal from the recruitment process.
Nice To Haves
- Accounting or law experience is an advantage but is not essential.
- A clear understanding of LEAP culture.
- Enjoys working with an intellectually stimulating, high-energy team.
Responsibilities
- Provide client support and resolve technical issues through email, phone, and chat.
- Understand clients’ business and software needs.
- Guide clients through specific LEAP software features to resolve technical issues.
- Maintain a product log of identified issues and feature requests.
- Improve LEAP’s self-support centre by creating self-help materials, including written how-to articles and demo videos.
- Work independently and efficiently to meet deadlines and team goals.
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.
- Training, equipment, mentoring, and support are provided.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
