Help Desk Technician

LEAP Legal Software is hiring a Help Desk Technician to support customers using its cloud legal practice management software. In this hybrid role based in Jersey City, you will help clients with installation and everyday use questions while contributing to a running product log of issues and feature requests.

You will work remotely on a consistent shift schedule (9:00am to 6:00pm) and focus on resolving technical problems through clear, customer-first guidance. LEAP provides training, equipment, mentoring, and support to help you succeed, including ongoing development of the company’s self-help resources.

What you’ll do

• Deliver client support and resolve technical issues via email, phone, and chat
• Understand each client’s business and software needs
• Guide clients through specific LEAP software features to resolve issues
• Maintain a product log of issues and feature requests
• Improve LEAP’s self-support centre by creating better self-help material such as written how-to articles and demo videos
• Work independently and efficiently to meet deadlines

What we’re looking for

• 1 year of customer service experience
• Accounting or Law experience is an advantage, but not required
• Strong communication, customer service, and writing skills
• Demonstrated knowledge of SQL and Access databases
• Strong computer proficiency and basic troubleshooting skills, including working with files, folders, network drives, folder maps, and installation issues
• Experience with Microsoft products, including MS Word and Excel
• Collaborative teamwork and strong people skills
• A clear understanding of LEAP culture
• Ability to thrive in an intellectually stimulating, high-energy team
• Attention to detail, effective time management, and the ability to work independently while supporting the team
• Ability to meet deadlines and commit to team goals
• Must be based in the Tri-State area

Technology stack

• SQL
• Access databases
• MS Word
• Excel

Schedule, location, and pay

• Location: Jersey City, NJ (hybrid)
• Work model: Hybrid
• Shift pattern: Once fully trained, remote 40-hour week from 9:00am to 6:00pm daily
• Salary: USD 55,000 to 62,000 per year

Benefits

• Medical, Dental, and Vision Plans Available
• 401k with Company Matching Program
• Virtual Staff Events
• Employee Assistance Plans
• Flexible Annual Leave
• Company Shares Opportunity
• Salary $56-62k OTE

Training and interview process

• LEAP will provide the training, equipment, mentoring, and support needed to succeed
• All training will be provided
• While the role is 100% remote, there may be annual in-person training at LEAP’s Jersey City headquarters
• Interviews are conducted by Zoom, with a final in-person interview in the Jersey City office
• Candidates using AI during the interview process will not be considered