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- Tasks: Provide top-notch client support via email, phone, and live chat.
- Company: LEAP is a leading global provider of Legal Practice Productivity Solutions.
- Benefits: Enjoy hybrid working, private health insurance, gym contributions, and 25 days holiday.
- Why this job: Join a dynamic team where your impact is visible and career growth is encouraged.
- Qualifications: 1 year in customer service, strong communication skills, and familiarity with Microsoft products required.
- Other info: Dog-friendly office with a focus on personal development and social events.
The predicted salary is between 30000 - 42000 £ per year.
Helpdesk Technician, Cardiff 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.
LEAP Estates is the Private Client specialist division of LEAP. We operate as our own independent business unit, as well as providing support to the wider LEAP business. Focusing on this area of law only has enabled us to deliver innovative solutions and award-winning software to our growing user base.
Meet the team
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
On top of a competitive salary, we also offer an excellent benefits package:
- LEAP pays 8% of your salary into your pension
- Private health insurance, including optical and dental
- £80 a month gym contribution
- Life insurance cover
- Employee Assistance Program
- Generous Professional Development Fund.
- Enhanced parental leave
- PerkBox membership
- Cycle to work scheme
- 25 days holiday (plus 8 bank holidays)
- Work anniversary rewards
- Paid time off to give blood
- Volunteer day – We offer 1 day per year for a charity of your choice
- Free healthy breakfast, light lunch, snacks
- A dog friendly office
Life at LEAP
LEAP is all about impact, growth, and ownership. We\’re united by a genuine passion for what we do, enriched by the care we show to our customers and each other, and driven by the difference we can make together.
LEAPster culture is about prioritising and celebrating the incredible humans behind our market-leading technology. Think performance-driven remuneration incentives, flexible hybrid work, enhanced Parenting Policy, regular social events, free gym membership, and so much more.
We strongly believe that personal development and career progression are at the heart of a healthy, high-performing culture, and we\’re committed to empowering LEAPsters with resources and career pathways to explore. With us, your career will grow as you do, with opportunities to step into new roles, explore new departments, and even work abroad.
More you should know
Discover the human side of cutting edge LegalTech
Life at LEAP
Discover more LEAP opportunities
Closing Date: Monday 18th August, 2025
We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible.
A real person will read your CV and chat with you if you\’re invited to interview. We want to get to know the real you, not just ChatGPT! #J-18808-Ljbffr
Helpdesk Technician employer: LEAP Legal Software UK
Contact Detail:
LEAP Legal Software UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Technician
✨Tip Number 1
Familiarise yourself with LEAP's products and services. Understanding the software and tools they offer will not only help you in the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your Salesforce skills, as experience with this CRM system is beneficial. If you haven't used it before, consider taking a quick online course to get a basic understanding of its functionalities.
✨Tip Number 3
Prepare for situational questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully resolved client issues or improved processes.
✨Tip Number 4
Showcase your communication skills during the interview. Practice explaining complex concepts in simple terms, as this is crucial for a Helpdesk Technician who needs to assist clients effectively.
We think you need these skills to ace Helpdesk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical skills. Emphasise any previous roles where you provided client support, especially in a fast-paced environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific aspects of LEAP's mission and values that resonate with you, and explain how your skills align with their needs.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your writing skills. Use clear, concise language and check for grammar and spelling errors to make a strong impression.
Highlight Problem-Solving Abilities: In your application, provide examples of how you've successfully resolved client issues in the past. This could be through specific scenarios or achievements that demonstrate your analytical and problem-solving skills.
How to prepare for a job interview at LEAP Legal Software UK
✨Know the Company Inside Out
Before your interview, take some time to research LEAP and its products. Understand their mission to support lawyers and how their software impacts client productivity. This knowledge will help you demonstrate your genuine interest in the company.
✨Showcase Your Customer Service Skills
As a Helpdesk Technician, excellent communication and customer service skills are crucial. Prepare examples from your past experiences where you successfully resolved client issues or improved customer satisfaction. This will highlight your ability to thrive in a client-facing role.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled complex problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and how you approach challenges effectively.
✨Prepare Questions for the Interviewers
Interviews are a two-way street. Prepare thoughtful questions about the team dynamics, the tools you'll be using, and opportunities for professional development. This shows your enthusiasm for the role and helps you assess if LEAP is the right fit for you.
