HelpDesk Consultant (Legal and Accounting Background)

Are you an Accountant looking for an exciting new challenge or a change of career?

Are you a Junior Lawyer, Paralegal or Legal Secretary looking for a new challenge where your skills and experience are highly valuable?

If so, this may be the role for you!

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 400 people, have offices in Australia, the USA and the UK with more than 13,000 law firms using our software worldwide. As the world continues to adapt and grow, our cloud based legal software is proving its value by helping law firms to work remotely anywhere to ensure their business continuity and efficiency.

We are currently looking for a HelpDesk consultant based in Perth, WA to join our HelpDesk team. As a HelpDesk Consultant, you will build your product knowledge by resolving product, software and related environmental issues as reported by our clients in a high-volume, transactional environment. Our entire team are passionate, driven, customer focused consultants that strive to provide world class services to our clients, who thrive on improving the customer experience as well as driving internal efficiencies. 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.

We have sooooo many success stories of people who started on the HelpDesk and moved through the business – our CEO is one of them!

If you’re looking to join an organisation where your solid efforts are rewarded with progression whilst enjoying excellent employee benefits, then please apply to join the LEAP family.

Reports to

HelpDesk Manager

WHAT YOU'LL DO

• 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

WHAT YOU NEED TO BE REALLY GOOD AT

• 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

Requirements

WHAT YOU KNOW AND HAVE DONE BEFORE JOINING US

• Qualifications (or progressing towards qualifications) in accounting or law
• 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)

Benefits

• Friendly, supportive, and driven culture
• Complimentary gym membership
• Monthly celebrations for birthdays, work anniversaries, new joiners and passing of probation
• Generous Parental Leave benefits
• One additional paid "Be Me" leave day per year to celebrate being you!
• Opportunity to participate in our Employee Share Scheme
• See all of our benefits at https://www.leap.com.au/careers/

SOUND LIKE A JOB YOU WERE BORN TO DO? WE WANT TO HEAR FROM YOU AND CAN'T WAIT TO RECEIVE YOUR APPLICATION!

At LEAP, we promote equal opportunity. Creating a culture of diversity and inclusion not only promotes innovation but we believe is the right way to do business. Our LEAPsters bring different cultures, genders and perspectives to their days and we wouldn't have it any other way. We welcome and encourage you to apply, no matter who you are or how you identify.

…unless you are representing a third-party agency. Thanks for thinking of us, but we will not review any CVs from external recruitment agencies.