Job Description

Helpdesk Technician - London, Battersea office

• Permanent, Full-time, Hybrid working model: 3 days in the office and 2 days remote.

About LEAP
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 driven us to reimagining productivity tools for lawyers and their staff, supporting our guiding purpose: 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. 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 find yourself in good company here.

The Opportunity
Help is at the heart of everything we do at LEAP, and no one knows that better than the friendly faces and voices of our invaluable Client Support Team.

Responding in real time using our Salesforce technology stack, including Service Cloud, our team of attentive problem solvers acts quickly and thoroughly to address inquiries and concerns, so our clients can continue to help people without missing a beat.

With space to grow your career in new and surprising directions and an impact you can see and feel with every smiling client, you’ll find plenty to discover in a dynamic team that thrives on helping people.

Requirements

What you'll do

• Providing excellent client support and issue resolution via email, phone, and live chat.
• Learning, maintaining, and applying a high level of knowledge of the key functions of LEAP products.
• Working efficiently and effectively to achieve and exceed Key Performance Indicators.
• Proactively improving LEAP's self-support centre by developing better self-help material (written how-to articles, demo videos, etc).
• Building productive client relationships and high client satisfaction.

What you'll bring

• At least 1 year’s experience in a customer facing environment.
• Excellent communication, customer service, and writing skills.
• Strong analytical and problem-solving skills.
• Competence with Microsoft products, in particular, Word and Excel.
• Demonstrated strong collaborative teamwork and people skills.
• Experience with Salesforce or another CRM system would be beneficial.
• Strong level of enthusiasm and an ability to work within an intellectually stimulating, high-energy team.
• Attention to detail, ability to manage time effectively, and ability to meet deadlines.
• Qualification (or progression towards a qualification) in a legal or numerate discipline will be advantageous.

Benefits

What you'll get

Career & Growth

• Generous professional development fund
• Support for training, learning, and career progression

Health & Wellbeing

• Private health insurance (including dental and optical)
• £80 monthly gym contribution
• Employee Assistance Programme
• Life insurance cover

Financial Benefits

• 8% employer pension contribution
• PerkBox membership with discounts and rewards
• Cycle to Work scheme
• Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence

Time off

• 25 days annual leave + 8 bank holidays
• Enhanced parental leave
• One paid volunteer day each year for a charity of your choice
• Work anniversary rewards

Work environment

• Friendly, supportive, and driven culture
• Free healthy breakfast, light lunch, and snacks
• Monthly socials

Life at LEAP
Discover the human side of cutting edge LegalTech

Life at LEAP

Discover more LEAP opportunities

Closing Date: Friday, 5th June

We may close this vacancy early if we receive a high volume of suitable applications, so we encourage interested candidates to apply as soon as possible.

You’re welcome to use AI tools to support your application, but please ensure your submission reflects your own experience and voice. Every CV is reviewed by a member of our team, and if you’re invited to interview we look forward to getting to know the real you.