Remote Community Support Specialist

3 days ago
Toronto ON, Toronto Census Division, ON; Ontario, Canada LEAP Legal Software, Inc. Full-time
The Support Specialist will focus on guiding LEAP clients (customers) on various use and installation-related questions. 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. 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. 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. A large portion of this role is spent on supporting clients over the phone and via chat communication. ~ 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. ~ 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 Toronto office as well as work from home days. Collaborative and inclusive work environment filled with learning and support. Regular team and regional social events and activities. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities.

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