Technology Support Specialist - Help Desk
$55k per yearLEAP Legal Software
We are seeking a Support Specialist to join our highly motivated, high-velocity and growing team around the world, based in Vancouver, BC, with a hybrid work pattern. The Support Specialist will focus on guiding LEAP customers for various use and installation-related questions. The candidate should be able to understand customer's need related to particular product use and maintain a product log capturing any identified issues or new feature requests. This role will be reporting to the Support Manager.
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 have kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, which is 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. This role will be a hybrid work model, 3 days in the Vancouver office.
Provide client support and technical issue resolution via email, phone and chat
Understand client's business/software needs
Resolve technical issues by guiding clients with specific features of LEAP software products
Proactively improve LEAPs self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
Excellent communication, customer service and writing skills are essential. A large portion of the time is spent on phone and chat with helping customers.
Must be computer proficient with basic computer troubleshooting knowledge such as how to manage files, folders, network drives, folder maps, installation issues etc.
Experience with Microsoft products including MS Word and Excel.
There are endless opportunities within our business to progress and grow your career and full training is provided so an aptitude and hunger to learn is essential. Competitive compensation with a base salary and a bonus structure. Generous Paid Time Off (PTO), including starting at 4 weeks’ vacation, sick days, floater/personal days and volunteer days
Hybrid working model at our beautiful and modern downtown Vancouver office as well as work from home days
Collaborative and inclusive work environment filled with learning and support
We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities.
$60k - $70k per year
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