{"id":2046217,"url":"https://alion.io/job/leap-legal-software-support-specialist","title":"Support Specialist","company":{"id":16181,"name":"LEAP Legal Software","domain":"leaplegalsoftware.com","url":"https://alion.io/company/leaplegalsoftware","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":47000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":89},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-07T19:38:49Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-11-01T18:42:54Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"About The Role\nThe Support Specialist will focus on guiding LEAP clients (customers) on various use and installation-related questions. The ideal candidate will understand client needs related to particular product use and how to maintain clear product records during any identified issues or new feature requests.\nAbout LEAP\nLEAP Global 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 have kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, which is 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.\nWorking alongside our international team of dedicated individuals, 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 be in good company here.\nKey Responsibilities\nProvide client support and technical issue resolution via email, phone and chat.\nUnderstand and solve client business/software needs.\nResolve technical issues by guiding clients with specific features of LEAP software products.\n Proactively enhance LEAP’s Self-Support Centre by developing clear, engaging, and effective self-help resources, including step-by-step how-to articles, demonstration videos, and other educational materials.\nWork both independently and within a small team to efficiently to meet deadlines and client needs.\nRequirements\n1-3 years of experience in technical support or a similar customer facing role. Previous experience working with legal software or within a legal tech environment is an asset.\nExcellent communication, customer service and writing skills are essential. A large portion of this role is spent on supporting clients over the phone and via chat communication.\nMust be computer proficient with basic computer troubleshooting knowledge such as how to manage files, folders, network drives, folder maps, installation issues etc.\nStrong experience with Microsoft Office products.\nFamiliarity with accounting practices is an asset.\nCollaborative and highly team oriented.\nExcellent interpersonal skills\nStrong attention to detail, excellent time management skills and ability to work well independently and within a team environment.\nAbility to meet deadlines and commit to team goals.\nBenefits\n Why work at LEAP?\nCompetitive compensation. \nExcellent group insurance benefits.\nRRSP with employer matching.\nGenerous Paid Time Off (PTO), including starting at 4 weeks’ vacation, sick days, floater/personal days and volunteer days.\n Hybrid working model at our beautiful and modern downtown Toronto office as well as work from home days.\nCollaborative and inclusive work environment filled with learning and support.\nRegular team and regional social events and activities.\nAt LEAP,\nWe care about what we do and the people we work with\nWe continually improve to be the best\nWe NEVER EVER GIVE UP!\nAt LEAP we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. LEAP is committed to providing accommodations in all parts of the hiring process. 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