Helpdesk Consultant - Legal Background

Posted 12 September by LEAP

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 the UK, USA and Australia with more than 13,000 law firms using our software worldwide.

We are seeking a Helpdesk Specialist to join our highly motivated, high velocity and growing team in our Cardiff office. LEAP will provide you with the best training, equipment, mentoring and support in order for you to be successful.

We employ people who are smart and can get things done.

The Helpdesk Specialist will focus on guiding LEAP customers for various use and installation related questions. The candidate should be able to understand customer's need related to particular product use and maintain a product log capturing any identified issues or new feature requests.Our team are passionate, driven and strive to provide world class services to our clients, as well as drive internal efficiencies.

The successful candidate will be the first point of contact for solicitors and other legal staff when they encounter queries and issues using our products. You must be able to recognise the needs of our clients and work conscientiously and proactively to provide the best outcomes for them.

Responsibilities and Duties (including but not limited to)

  • 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 LEAPs self-support centre by developing better self-help material (written how-to articles, demo videos, etc)
  • Building productive client relationships and high client satisfaction


  • Qualification (or progression towards a qualification) in a legal or numerate discipline
  • At least 1 years' 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


    You'll want to work at LEAP.. here's why....

    There are fantastic opportunities across our businesses to progress and grow your career; we will invest in you and provide full training so an aptitude and hunger to learn is essential.

    On top of a competitive salary of £20k and bonus scheme we also offer:

    A fantastic culture - open communication, transparency through practical and quarterly strategic briefings.

    LEAP will pay 8% of your salary into your pension.

    Free gym membership, regular sports & social events, monthly massage, breakfast and fruit everyday.

    Large, modern office conveniently located in Capital Tower.

    Cycle to work scheme

    Perkbox membership

    Simply Health Cashplan

    Don't just take our word for it that LEAP is a great place to work, check out what our amazing LEAPSters have to say; Visit Life at Leap & LEAP on

    At LEAP, we care about what we do and the people we work with.

    We continually improve to be the best.


  • Required skills

    • analyitical
    • customer service
    • support
    • legal
    • salesforce
    • numerate

    Reference: 38897312

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