Client Support Specialist - Data and Technical

LeadsOnline • Plano, TX

1d

About The Position

Join the Force Behind Law Enforcement Success At LeadsOnline, we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. Our Account Executives (AEs) play a critical role in our mission, connecting law enforcement agencies with our powerful tools to help them work smarter and faster. Everything we do is grounded in our core values of Service, Energy, Ownership, and People—and we’re looking for someone who embodies these principles. What You’ll Do Frontline Client Support Serve as a primary point of contact for law enforcement agencies and business clients, delivering responsive, expert support across all channels. Process law enforcement and business registrations, guiding clients through onboarding with clarity and care. Conduct new user walkthroughs to ensure clients can confidently use LeadsOnline and NightHawk products from day one. Resolve routine and advanced support requests including password resets, account access issues, MFA management, and user permission modifications. Provide remote troubleshooting assistance using tools such as LogMeIn, diagnosing issues efficiently and minimizing client downtime. Monitor and manage the support queue, responding to inquiries promptly and maintaining high standards of responsiveness. Handle state-specific registration processes and jurisdictional compliance requirements with accuracy and attention to detail. Escalate unresolved issues to internal teams and follow through to ensure full resolution. Advanced Data Troubleshooting & Analysis Diagnose and resolve complex data loading, formatting, and ingestion issues keeping investigators moving while longer-term fixes are implemented. Provide expert guidance to clients on digital data formats, provider-specific nuances, and data best practices. Field technical data questions from clients and internal Subject Matter Experts (SMEs), delivering accurate and timely resolutions. Maintain up-to-date knowledge of evolving data types, formats, and provide specifications to ensure guidance stays current and reliable. Produce data documentation and descriptions for clients and internal teams as needed. Tool Development & Maintenance Create and maintain Excel or HTML-based tools to address recurring client needs (e.g., eNodeB ID and sector value conversion tools, advanced calculation utilities). Identify patterns in client workarounds and collaborate with the Development Team to integrate commonly used tools into NightHawk as permanent product features. Assist clients with data formatting and loading tasks, providing hands-on support where standard product functionality requires augmentation. Cross-Functional Liaison Act as a bridge between Client Support SMEs, Quality Assurance, and the NightHawk Development Team ensuring issues are clearly communicated and prioritized. Capture and document client requests, creating detailed and actionable tickets to guide development efforts. Consult with clients to gather insights on feature needs and product enhancements, translating real-world investigative workflows into product feedback. Assist with documenting feature designs and specifications for the Development Team. Client Education & Engagement Educate clients on platform features, best practices, and new capabilities to maximize their use of LeadsOnline tools. Proactively identify opportunities to improve client satisfaction, engagement, and product adoption. Contribute to a client experience that is consistent, empowering, and reflective of our core values.

Requirements

• You have 5+ years of experience in technical support and data analysis in a client-facing role ideally in a SaaS or data-driven environment.
• You are proficient in Excel and comfortable working with data tools, HTML-based utilities, or similar resources; experience building lightweight tools is a plus.
• You can troubleshoot complex data issues and explain your findings clearly to both technical and non-technical audiences.
• You have familiarity with digital data formats (e.g., CDR, tower data, service provider formats) or the aptitude and enthusiasm to learn quickly.
• You have excellent verbal and written communication skills and a genuinely customer-focused mindset.
• You are detail-oriented, organized, and able to manage competing priorities without dropping the ball.
• You take extreme ownership of your work and proactively look for ways to improve processes and outcomes.
• You thrive in a collaborative environment and are comfortable working across support, QA, and product teams.

Responsibilities

• Serve as a primary point of contact for law enforcement agencies and business clients, delivering responsive, expert support across all channels.
• Process law enforcement and business registrations, guiding clients through onboarding with clarity and care.
• Conduct new user walkthroughs to ensure clients can confidently use LeadsOnline and NightHawk products from day one.
• Resolve routine and advanced support requests including password resets, account access issues, MFA management, and user permission modifications.
• Provide remote troubleshooting assistance using tools such as LogMeIn, diagnosing issues efficiently and minimizing client downtime.
• Monitor and manage the support queue, responding to inquiries promptly and maintaining high standards of responsiveness.
• Handle state-specific registration processes and jurisdictional compliance requirements with accuracy and attention to detail.
• Escalate unresolved issues to internal teams and follow through to ensure full resolution.
• Diagnose and resolve complex data loading, formatting, and ingestion issues keeping investigators moving while longer-term fixes are implemented.
• Provide expert guidance to clients on digital data formats, provider-specific nuances, and data best practices.
• Field technical data questions from clients and internal Subject Matter Experts (SMEs), delivering accurate and timely resolutions.
• Maintain up-to-date knowledge of evolving data types, formats, and provide specifications to ensure guidance stays current and reliable.
• Produce data documentation and descriptions for clients and internal teams as needed.
• Create and maintain Excel or HTML-based tools to address recurring client needs (e.g., eNodeB ID and sector value conversion tools, advanced calculation utilities).
• Identify patterns in client workarounds and collaborate with the Development Team to integrate commonly used tools into NightHawk as permanent product features.
• Assist clients with data formatting and loading tasks, providing hands-on support where standard product functionality requires augmentation.
• Act as a bridge between Client Support SMEs, Quality Assurance, and the NightHawk Development Team ensuring issues are clearly communicated and prioritized.
• Capture and document client requests, creating detailed and actionable tickets to guide development efforts.
• Consult with clients to gather insights on feature needs and product enhancements, translating real-world investigative workflows into product feedback.
• Assist with documenting feature designs and specifications for the Development Team.
• Educate clients on platform features, best practices, and new capabilities to maximize their use of LeadsOnline tools.
• Proactively identify opportunities to improve client satisfaction, engagement, and product adoption.
• Contribute to a client experience that is consistent, empowering, and reflective of our core values.

Benefits

• Be part of a team where your work truly matters.
• Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People.
• We serve with Energy, diligence, and persistence.
• We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve.
• Guided by Ownership, we continually push to make our products better and to make each other better.
• At LeadsOnline, we take our work seriously but not ourselves.
• You’ll find joy, camaraderie, and fun in everything we do.
• That’s Service, Energy, Ownership, and People in action.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees