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About the Role

The Support Specialist will guide LEAP clients on use and installation questions, understanding their needs related to product use and maintaining clear product records for issues or feature requests.

Responsibilities

Provide client support and technical issue resolution via email, phone and chat.
Understand and solve client business/software needs.
Resolve technical issues by guiding clients with specific features of LEAP software products.
Proactively enhance LEAP’s Self-Support Centre by developing clear, engaging, and effective self-help resources, including step-by-step how-to articles, demonstration videos, and other educational materials.
Work both independently and within a small team to efficiently meet deadlines and client needs.

Requirements

1-3 years of experience in technical support or a similar customer facing role.
Previous experience working with legal software or within a legal tech environment is an asset.
Excellent communication, customer service and writing skills are essential.
Must be computer proficient with basic computer troubleshooting knowledge such as how to manage files, folders, network drives, folder maps, installation issues etc.
Strong experience with Microsoft Office products.
Collaborative and highly team oriented.
Excellent interpersonal skills.
Strong attention to detail, excellent time management skills and ability to work well independently and within a team environment.
Ability to meet deadlines and commit to team goals.

Skills

Technical support
Customer service
Writing
Computer proficiency
Basic computer troubleshooting
File management
Folder management
Network drive management
Folder mapping
Installation troubleshooting
Microsoft Office
Interpersonal skills
Attention to detail
Time management

Location

Toronto

Work Type

Hybrid

Experience Level

1-3 years

Salary/Compensations

Competitive compensation

Benefits

Excellent group insurance benefits
RRSP with employer matching
Generous Paid Time Off (PTO), including starting at 4 weeks’ vacation, sick days, floater/personal days and volunteer days.

About the Company

LEAP Global 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 dedicated individuals, you’ll join a fast-growing technology business where things seldom stay the same for long.
With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll be in good company here.
We care about what we do and the people we work with
We continually improve to be the best
We NEVER EVER GIVE UP!

Equal Opportunity

At LEAP we are committed to fostering an inclusive and accessible environment.
We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities.
LEAP is committed to providing accommodations in all parts of the hiring process.
If you require accommodation, we will work with you to meet your needs.