At a Glance
- Tasks: Provide technical support and troubleshoot issues for clients using SOS software.
- Company: Join SOS, a leading provider of innovative legal software solutions with a focus on customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, private health insurance, and 25 days holiday plus bank holidays.
- Other info: Work in a vibrant Bath office with opportunities for learning and development.
- Why this job: Make a meaningful impact in the legal sector while growing your skills in a supportive team environment.
- Qualifications: Strong IT skills, some support experience, and a passion for helping clients are essential.
The predicted salary is between 24000 - 36000 £ per year.
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.
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.
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
Closing Date: Friday, 5th June
Helpdesk Technician employer: LEAP Legal Software Pty
At SOS, part of the LEAP group, we pride ourselves on fostering a collaborative and innovative work environment that empowers our employees to thrive. Located in the vibrant city of Bath, our hybrid working model offers flexibility while ensuring you are part of a passionate team dedicated to advancing legal technology. With a strong focus on employee growth, competitive benefits including private health insurance and generous holiday allowances, and a commitment to excellence, SOS is an exceptional employer for those looking to make a meaningful impact in the legal sector.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Technician
✨Tip Number 1
Familiarise yourself with SOS software and its features. Understanding the product inside out will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills. Be prepared to discuss specific examples of how you've resolved technical issues in the past, as this will showcase your ability to handle client queries effectively.
✨Tip Number 3
Practice your communication skills. Since the role involves interacting with clients, being able to convey technical information clearly and confidently is crucial. Consider role-playing scenarios with a friend.
✨Tip Number 4
Research the legal technology sector. Understanding the challenges and trends in this field can give you an edge in discussions and show that you're proactive about your potential contributions to the team.
We think you need these skills to ace Helpdesk Technician
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Helpdesk Technician at SOS. Familiarise yourself with their software solutions and the skills required for the role.
Tailor Your CV:Highlight relevant experience in IT support or customer service in your CV. Emphasise your problem-solving skills and any familiarity with software troubleshooting, as these are crucial for the position.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for technology and helping clients. Mention specific experiences where you've successfully resolved issues or provided exceptional support.
Showcase Communication Skills:In your application, demonstrate your ability to communicate clearly and effectively. Provide examples of how you've interacted with clients or team members in previous roles, especially in high-pressure situations.
How to prepare for a job interview at LEAP Legal Software Pty
✨Know the Software Inside Out
Familiarise yourself with SOS software and its features. Understanding how it works will help you answer technical questions confidently and demonstrate your commitment to the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully resolved issues. Highlight your approach to troubleshooting and how you can apply those skills in a helpdesk environment.
✨Communicate Clearly and Effectively
Practice articulating your thoughts clearly. Since the role involves client communication, being able to explain technical concepts in simple terms is crucial.
✨Demonstrate Your Customer Service Mindset
Be ready to discuss how you prioritise customer satisfaction. Share instances where you've gone above and beyond to assist clients, as this aligns with the company's values.
