Customer Support - Client Support Specialist

Client Support Specialist

Who We are:

LeadsOnline provides crime-solving technology to law enforcement agencies across the globe. The company's suite of investigative solutions includes data, analysis and ballistic identification tools that help solve a range of cases-from missing property and people to gun crimes and other violent offenses. Founded in 2000, LeadsOnline now serves approximately 5,500 U.S. law enforcement agencies and public safety organizations in more than 80 countries. From the crime scene to the courtroom, our innovations are designed to enhance investigative capabilities, improve case outcomes, and streamline operations to ensure justice can be delivered. LeadsOnline is headquartered in Plano, Texas, and Montreal, Quebec, Canada.

The Client Support Specialist serves as the primary point of contact for customers, offering both frontline customer service and advanced technical support. This role requires a mix of strong customer service skills, technical troubleshooting expertise, and a proactive problem-solving approach.

Roles and Responsibilities:

• Process law enforcement and business registrations: Deliver humble, joyful, and selfless service as you guide clients through critical processes.
• Provide onboarding support through new user walkthroughs: Foster collaboration and ensure clients feel supported as they become part of our community.
• Educate customers on platform features and best practices: Reflect our value of Energy by sharing optimism and purpose while empowering clients.
• Resolve routine support requests, including password resets and account access issues: Approach every interaction with a mindset of Service, ensuring client satisfaction.
• Monitor and manage the support queue, responding to inquiries in a timely manner: Act decisively to maintain high standards of responsiveness.
• Provide remote troubleshooting assistance using tools like LogMeIn: Own each interaction, driving solutions that reflect your expertise and commitment.
• Handle state-specific registration processes and jurisdictional compliance requirements: Pay attention to detail and maintain compliance, reinforcing our dedication to excellence.
• Modify user permissions and manage configurations: Work collaboratively with internal teams to ensure the success of our clients.
• Identify opportunities to improve customer satisfaction and engagement: Continuously look for ways to provide an even better experience, demonstrating Ownership and Service.
• Proactively assist clients in utilizing LeadsOnline tools effectively: Embody our People-first value by ensuring clients feel confident and empowered.
• Escalate unresolved issues and collaborate with internal teams for resolution: Act as a bridge for success, ensuring all issues are resolved with care and precision.

This Might Be You If You Have the Following:

• 1+ years of customer support or technical troubleshooting experience required: Bring your Energy and focus on creating meaningful customer interactions.
• 3+ years of relevant experience preferred, particularly in a technical support or law enforcement technology role.
• Excellent verbal and written communication skills: Exemplify a collaborative and People-first mindset.
• External/Internal Customer Focus: Demonstrate Service through empathy and attentiveness to client needs.
• Results Driven/Initiative: Take Ownership of outcomes, driving success through decisive actions.
• Interpersonal Skills: Foster a supportive, collaborative environment that prioritizes relationships.
• Ability to plan, organize, and prioritize: Balance multiple priorities with a commitment to excellence.
• Detail-oriented: Focus on accuracy and quality, reflecting our value of Service to clients.

Who You Are:

Driven, detail-oriented, and highly organized. You work well under pressure and are not afraid of doing hard things. You are a strong individual contributor who takes the lead in a team environment. As an active problem solver, you know how to find solutions and take extreme ownership in all aspects of your work, exemplifying our value of Ownership by seeking better ways to serve both your team and our clients.

You thrive in managing competing priorities and executing agreed-upon timelines. Your strong analytical and problem-solving skills reflect your commitment to Service, as you prioritize excellence in our products and ensure that clients are consistently supported. You're a proactive thinker who is always looking for ways to enhance current processes, embodying our Energy for innovation and continuous improvement.

With excellent written and verbal communication skills, you communicate professionally and personally with development teams and their managers, fostering a collaborative and People-first approach. Energized by our fast-growing, mission-driven, and innovative team, you see this as an opportunity to dig deep, plant roots, and make a meaningful impact.

What You Can Expect From Us:

At LeadsOnline, we serve with energy, diligence, and persistence. We believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. We value Service, Ownership, Energy, and People, and we foster a culture that empowers our team to make an impact.

Our Values:

• Service: We believe in providing a humble, joyful, excellent, and selfless service.
• Ownership: We take full responsibility for our actions, always seeking better ways and acting decisively to ensure success for our team and clients.
• Energy: We believe in contagious optimism, a strong sense of purpose, and life and light.
• People: We prioritize people over things, fostering a supportive, collaborative environment where individual talents and teamwork are celebrated.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Paid maternity leave.
• Paid paternity leave.
• Disability insurance
• Robust PTO package

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

• Plano, TX, USA