HelpDesk Consultant (Accounting or Legal Background)

HelpDesk Consultant

LEAP leads the world in the development and sale of cloud-based legal practice management software for small law firms on a Software as a Service (SaaS) model. We employ more than 300 people, have offices in Australia, the UK and the US with more than 11,000 law firms using our software worldwide.

LEAP will provide you with the best training, equipment, mentoring and support that we are capable of to optimise the chances of you being successful. But, being successful in this role depends on you.

We employ people who can get things done and will appreciate being part of an accountable, high-performance culture.

Our Operations team are passionate, driven, customer focussed consultants that strive to provide world class services to our clients, who thrive on improving the customer experience as well as driving internal efficiencies.

As a Helpdesk Consultant, you will resolve product, software and related environmental issues as reported by our clients in a high-volume, transactional environment. Weekend work may be required with this this role.

Reports to

HelpDesk Team Leader

Responsibilities (key tasks and requirements of the role)

• Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner
• Answer general client software and hardware queries
• Action inbound and outbound calls as assigned to achieve daily KPIs
• Attend to a high volume of transactional calls (40+ per day)
• Troubleshoot, diagnose and resolve application issues
• Capture notes using standard notes template in CRM, including recording detailed information for all calls requiring further escalation
• Maintain LEAP software knowledge against the capability matrix

Competencies (essential behaviours required for the role)

• Applied learning - assimilating and applying new job-related information in a timely manner
• Communication - clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
• Managing work (includes time management) - effectively managing one's time and resources to ensure that work is completed efficiently
• Building customer loyalty - effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
• Technical / professional knowledge and skills - having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise

Job Style (this role will suit people who enjoy the following activities / responsibilities)

• Challenging work - working on difficult or demanding tasks requiring substantial effort and commitment
• Standardized work - performing clearly defined, stable work assignments with established goals and procedures.
• Complexity - performing complex tasks or working on complex projects
• Practical Results - performing work that results in concrete outputs or outcomes
• Achievement - meeting increasing work challenged

Knowledge and Experience

• Qualifications (or progressing towards qualifications) in legal, accounting or technology
• A proven record and passion for providing excellent customer service (preferably within a professional services environment)
• Proven ability to manage high-volume, transactional calls
• Competent in MS Office
• Proven ability to problem-solve
• Demonstrated ability to learn new skills
• Experience within a help desk or call centre environment (desired, but not essential)

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