L2 Helpdesk Technician
At a glance
Mid-level IT Support & Helpdesk role at LEAP Legal Software. Remote, United States · full-time · no salary stated · we estimate $71,694–$112,619 across the United States.
LEAP Legal Software has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Investigate complex tickets passed up by first-line support, resolving them when possible and escalating cases when needed
- Capture customer questions and issue details in service tickets, and help technicians prepare cases for escalation
- Create articles, demonstrations, videos and newsletters that strengthen LEAP’s self-help resources
- Document repeatable technical problems and share known-issue and development updates through Jira
- Train first-line technicians, circulate support practices and process changes, and occasionally visit firms facing widespread issues
What you bring
- Two to five years in customer service, with experience providing technical support
- At least six months on the LEAP Helpdesk and strong command of LEAP applications
- Working proficiency with Word, Outlook and Excel
- Strong analytical troubleshooting skills and the ability to write clear technical escalation documentation
Who this fits
This mid-level role suits someone who can troubleshoot complex software issues while communicating clearly with customers and colleagues. The position is remote within the United States and includes occasional on-site visits to firms.
From the employer
The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions.
Responsibilities:
· Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients’ needs and environmental factors
· Record inquiries, issues, and their details within service tickets
· Serve as a point of contact for technicians before case escalations
· Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters)
· Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate
· Updating internal and external stakeholders of current known issues and development updates as documented in Jira
· Training of level 1 technicians in escalations processes
· Disseminating best practice solutions, process changes and updates to issues to helpdesk team
· Occasional on-site visits for firms with advanced and widespread issues
Requirements
· 2 – 5 years’ experience in a customer service role
· Strong commitment to provide exceptional customer service
· Proficient in Microsoft Office Word, Outlook, and Excel
· Expertise in the LEAP Legal Software Applications
· Experience in providing technical support
· Strong analytical and problem-solving skills
· Excellent written and verbal communication skills
· Effective time management skills
· Ability to meet deadlines and commit to team goals
· Attention to detail, ability to provide clear, concise instructions and advice
· Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude
· Clear understanding of LEAP culture
· 6+ months experience with LEAP Helpdesk
· Detailed technical writing required for escalation to development
Desired Skills:
Legal degree or experience
Previous experience of legal practice management software
Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online
Experience of supporting cloud-based software, and the likely issues that they present
Experience with Salesforce or a similar CRM system
Experience of using remote support tools (e.g. LogMeIn Rescue, ScreenConnect, etc)
Benefits
- Medical, Dental and Vision Plans Available
- 401k with Company Matching Program
- Access to Wellhub
- Employee Assistance Plans
- Flexible PTO
- Company Shares Opportunity
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