Client Support Specialist

Company: LeadsOnline
Location: Plano
Posted on: March 19, 2023

Job Description:

Our Client Support Specialist provides training and troubleshooting support for new and existing Law Enforcement users and for reporting businesses. This role interacts with all users with a service mindset, diligence, energy, and persistence.
Who we are:LeadsOnline is a powerful digital platform that helps law enforcement investigators and analysts advance criminal cases through the most current data on people and property across the U.S., and helps businesses reduce the hassles of reporting. Law enforcement agencies of every size and mandate use LeadsOnline to find elusive suspects, stolen items, and patterns of individual and organized criminal activity. Businesses, including pawn shops, secondhand stores, scrap metal recyclers, and online marketplaces trust LeadsOnline more than any other system to freely, frictionless, and safely report transaction information to law enforcement.
In 2022, LeadsOnline acquired Hawk Analytics, provider of CellHawk, the leader in mapping and analysis of Call Detail Records and other location-based digital evidence. CellHawk is instrumental in extracting rapid answers from messy digital evidence to connect suspects to crimes. We're thrilled at the good we will do together.
We are building the future of criminal investigations, and need people who are mission-driven, love technology, and who won't settle for less than excellence to join our team.
Role and responsibilitiesLeadsOnline exists to advance cases, careers, causes, and compliance with its unique data, well-designed technology, and exceptional teamwork. We do this through our principles of service, energy, diligence, and persistence. As a Client Support Specialist, you'll work on a team responsible for ensuring our users are successful with LeadsOnline products in their investigations and assist our Spanish-speaking users. More specifically, you'll: - Solve problems for users quickly with contagious optimism and energy - Be an ambassador of LeadsOnline, dedicated to the joyful service of our current and prospective users - Exhibit excellent communication skills primarily on the phone, in email and on video calls - Process new user registrations ensuring user has appropriate access permissions - Train new users via phone or screen-share on LeadsOnline products to advance cases - Support reporting businesses to upload transaction records as needed - Occasionally walk new business users through basic software installation and configuration - Use your expertise and critical thinking troubleshoot LeadsOnline products for users having difficulty - Become an expert in the functionality and use cases of LeadsOnline products - Host group trainings for units at client agencies - Coordinate with internal stakeholders to route calls to appropriate subject matter experts - Document conversations and tasks in LeadsOnline's CRM thoroughly - In every interaction, make their day You will excel in this role if you: - Have joy in serving those who serve others - Are process-minded and task-oriented. You get better, not bored, with each rep. - Enjoy live problem solving and are athletic enough to think on your feet - Can speak confidently and have excellent phone presence - Have prior experience in customer service, at Chick fil A, Nordstrom, law enforcement, or in a role where your job is to serve others well, no matter the scenario - A desire to be a part of a growing organization with a mission to make communities safer and deliver justice to crime victims.
What you can expect from usWe 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. We won't stop pushing to make our products do more and to make each other better. You will have access to technical or soft skill training through sites like Pluralsight and RightNow Media to grow your skills. If we don't have it and you think you should learn it, just ask. Further, we take our work seriously. Ourselves, not as much. You'll have fun here.
Benefits Medical insuranceVision insuranceDental insurance401(k)Paid maternity leave.Paid paternity leave.Disability insuranceFlex scheduleRobust PTO package



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Keywords: LeadsOnline, Plano , Client Support Specialist, Other , Plano, Texas