“Everyday they’re helping people, and I get to make sure nothing stands in their way.”

• Are you a Junior Lawyer, Paralegal or Legal Secretary looking for a new challenge where your skills and experience are highly valuable?
• Work for a culture that values its Employees
• Fulltime, hybrid

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 has kept us reimagining productivity tools for lawyers and their staff to support 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.

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.

Reporting to the Helpdesk Manager, 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

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
• 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

• 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)

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

As this is a permanent role it will only be open to candidates with Australian Permanent residency or Citizenship.

• Friendly, supportive, and driven culture
• Complimentary gym membership
• Fully stocked pantry
• Monthly massages
• Break out area and sporting activities
• Monthly celebrations for birthdays, work anniversaries, new joiners
• 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

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, a world-leading Parenting Policy, regular social events, free gym membership and so much more.

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.

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

More you should know

Discover the human side of cutting edge LegalTech.

What you will enjoy doing

There is never a dull moment – The business is complex and diverse the culture is amazing and the uniqueness of what we do makes it a challenging and rewarding place to be. This is a leadership role requiring high levels of collaboration with local senior leadership and US technical accounting teams. You can add immense value to the organisation by driving high quality financial reporting and accounting practices combined with a strong control environment across our newly acquired Airborne Solutions business.

Responsibilities include:

• Overseeing financial processes and compiling financial requirements in accordance with USGAAP, local International Financial Reporting Standards (IFRS) and SOX requirements.
• Driving a high performing Airborne Solutions Financial Control team to deliver quality and on time outcomes.
• Prepared to support and provide cover for the team when needed.
• Maintaining an effective SOX framework according to US guidelines
• Ensure all Airborne Solutions Entities are compliant with relevant regulatory requirements e.g., accurate statutory accounts are submitted on time.
• Partnering with the Airborne Solutions business and Commercial Finance team ensuring accounting matters are resolved for internal and external audit purposes.
• Successful completion of internal and external audits.

Who you will work with 

You will report to the Regional Financial Controller and enjoy working with a large team of finance professionals. You will enjoy the fast-paced, customer-focused culture of Leidos. You’ll be working with a leader who has an empowering, thought-provoking leadership style and is all about collaboration.

What you’ll bring

• Exceptional stakeholder management skills for a trusting and collaborative work environment.
• Ethical, energetic, friendly, open and encouraging
• Highly organised, transparent and communicative
• Ability to manage team through competing demands & make priority choices whilst taking stakeholders through the journey.
• A proactive attitude that seeks to develop & improve systems and procedures and find solutions to complex problems.

What you’ll love

• Flex for Balance, for Life Events and to Give Back. Our Flex menu of options for when, where and how you work aims to give you more balance.
• When you grow, we grow. Be it through our exciting pipeline line of projects or by partnering with a People Leader who will guide, mentor and support you.
• Everyone deserves a great leader. That’s why we have introduced the People Leader Code to give leaders the confidence to better support, engage and develop their team.
• Connect, collaborate and celebrate with colleagues who share similar interests and join one of our 4 employee advocacy groups (Women, Pride, Young Professionals, Defence & Emergency Services and A4 Ability)

Here’s why our work really matters.

We’ve been keeping Australia safer, healthier and more efficient for 25 years, here’s just three ways how:

• We’re responsible for the ongoing support and uplift of the Australian Defence Force’s two largest classified networks.
• We support key networks for the Australian Cyber Security Centre
• We work with the Australian Department of Defence to design and operate the cyber security tools used across the Army, Navy and Airforce