Client Support Specialist

About LEAP

LEAP Legal Software is the global leader in providing innovative Legal Practice Productivity Solutions. With a proven track record spanning more than 30 years, LEAP empowers over 100,000 legal professionals across New Zealand, Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, and Poland. Our intuitive, fully-integrated software streamlines practice management, document production, accounting, and client interactions, specifically tailored to the needs of small to medium-sized law firms. At LEAP, our mission is clear and impactful: helping lawyers who help people.

In New Zealand, LEAP supports law firms by delivering powerful technology solutions designed to enhance productivity and efficiency. Our Auckland-based team is deeply committed to our clients' success, fostering a supportive and high-performing culture rooted in accountability and continuous improvement. We believe in empowering our people to achieve excellence, valuing individuals who are driven, collaborative, and passionate about shaping the future of legal practice. Join LEAP and be part of an innovative team transforming the way legal services are delivered in New Zealand.

Meet the Client Support 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 act 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

As a Client Support Specialist, 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. You'll slot into a customer-focused team who strive to provide world class services to our clients and thrive on improving the customer experience as well as driving internal efficiencies.

To make this happen, you will 

• Provide excellent customer service whilst resolving LEAP product queries in an accurate and timely manner
• Answer general client software and hardware queries
• Action outbound calls as assigned to achieve daily KPIs
• 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'll bring

• 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 applications and Windows environment
• Proven ability to problem-solve
• Demonstrated ability to learn new skills
• Competent in MS Office applications and Windows environment
• Experience within a help desk or call center environment (desired, but not essential)
• Experience in a legal firm in a support role (desired, but not essential) 

You are the type of person who

• Can assimilate and apply new job-related information in a timely manner
• Can clearly convey 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
• Can effectively manage your time and resources to ensure that work is completed efficiently
• Can build customer loyalty – effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty

Why join LEAP?

• Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference.
• Work with a group of authentic, passionate people who love what they do. This is an environment where people and culture are valued.
• Your work matters. Helping lawyers help people sits at the heart of everything we do. We solve real world problems that improve and support local, everyday law firms. So they can do their best work for the people in the communities they serve.
• Flexible and hybrid working. We'd like to find this person in Auckalnd, but we want you to work in a way that suits you and we're open to flexible arrangements that support you.
• Grow your career with us. Our founder, Christian Beck, has been building LegalTech businesses for over 30 years. There are opportunities galore to expand your career based on where your interests lie. We're not afraid to pivot based on market conditions - you will always have the opportunity to stay ahead of the curve and do your best work here.
• We value your well-being - enjoy an additional paid wellbeing day every year, free gym membership and monthly massages in the office. We'll throw in a catered lunch and breakfast every week too.