Client Support Specialist

LeadsOnline•Plano, TX

About The Position

At LeadsOnline, the Client Support Specialist plays a critical role in empowering law enforcement agencies with technology solutions to close cases and serve their communities. This position involves connecting law enforcement agencies with the platform's tools to help them work smarter and faster. The role is grounded in the core values of Service, Energy, Ownership, and People. The specialist will be the primary point of contact for clients, guiding them through onboarding, troubleshooting issues, and ensuring they derive value from the platform daily. The company fosters a supportive, mission-driven culture where work truly matters, aiming to help law enforcement agencies better serve their communities.

Requirements

1+ years in customer support or technical troubleshooting (required)
Clear, professional communication both written and verbal
Strong organizational skills — you manage competing priorities without dropping the ball.
Detail-oriented with a bias toward accuracy — especially when compliance and client accounts are involved.
A self-starter mentality — you don't wait to be told something is broken; you find it and fix it.

Nice To Haves

3+ years in technical support or law enforcement technology

Responsibilities

Process and manage law enforcement and business account registrations, including state-specific and jurisdictional requirements.
Lead new user onboarding — walking clients through the platform so they feel confident from day one.
Resolve support requests — password resets, account access issues, permission changes, and configuration updates — efficiently and accurately.
Provide remote troubleshooting support using tools like LogMeIn, owning issues through to resolution.
Monitor and manage the support queue, keeping response times high and clients informed.
Educate clients on platform features and best practices, proactively helping them get more out of LeadsOnline.
Escalate complex issues to internal teams and follow through until they're fully resolved.
Identify patterns in client friction and surface ideas to improve the overall support experience.