Field Service Administrator (FL)

US-FL
Job ID
2017-1413
# of Openings
2
Category
Office and Administrative Support

Overview

Securus Technologies is a leading provider of telephone and software systems to the corrections industry.   Our broad suite of products includes inmate communications services, investigative technologies, corrections/law enforcement/emergency information technology services, interactive voice response systems, and active global positioning systems (GPS) based offender monitoring devices.  In the past two years we have invested $175 million in new technologies, products and patents and we are still growing and expanding.

Securus and its subsidiary companies employ more than 1,000 associates who serve more than 2,600 correctional facilities and law enforcement agencies in 45 states and over 850,000 inmates nationwide. 

We are known in the industry for reputation, stability, services, growth, and state of the art technology.

  • Over 25 years’ experience vested the corrections industry!
  • Securus’ financial successes have led to consistent quarterly bonus payments in the last 5 years.
  • 10 new acquisitions within the last 3 years to expand into other public safety verticals.
  • We have been awarded over 120 patents and 60 more pending. This is 75% of all the patents in the industry.
  • Our In-house customer service and technical services teams operate 24/7/365
  • Ethically ran business, proven with our SAS 70 Reporting and Sarbanes Oxley compliance
  • Solid benefit programs including healthcare, 401(k), tuition reimbursement & training.

Job Summary

Field Service Administrators are required to provide quality and timely Customer Service to various audiences associated with Correctional Facilities, Securus Personnel and Partners.  They are to provide Administrative Services of Inmate Calling accounts and basic phone repair or may assist investigators by analyzing inmate call via SCP user interface. Service Administrators insure data integrity and proper system functionality of Inmate Calling system.   Service Administrators assist Tech Support in the maintenance of computer hardware, software, and telephony equipment by providing troubleshooting results to appropriate parties.

Responsibilities

Duties & Essential Job Functions

  • Primary representative between on-site facility personnel, Securus Management & other Securus Personnel.
  • Maintain a high level of ongoing effective communication with Management to assure quality customer service is being provided to all customers and issues are being resolved in a timely manner.
  • Dress neatly and wear proper attire based upon the surroundings and the facility guidelines.
  • Report to work and remain on-site as scheduled.
  • Follow-up with the facility to insure all systems are operational and work is completed thoroughly and accurately.
  • Administration of PIN/PAN data entry, blocks and unblocks, debit & prepaid transactions, investigations of Inmate and Facility complaints, maintaining and repairing inmate phones,  processing of internal documents, and generate reports as requested.
  • Keeping accurate logs and documentation conveying messages and information in writing and/or via e-mail.
  • Open, address, resolve and track heat tickets and advise management of service affecting issues.
  • Maintain effective operation of Inmate Calling system components including hardware, software, and telephony equipment. 
  • Voice Biometrics Enrollment and Re-Enrollment
  • Uses the Inmate Calling System and Securus Video Visitation System for investigative purposes
  • Administration of call detail reports and burning recordings to CD per subpoena.
  • Taking direction from Correctional Facility on internal investigations.  Listening to recordings, burning recordings to CD and reporting findings back to Correctional Facility, other Investigators, Attorneys, etc. Both verbally and in written form.
  • Testify in court when required as to how system operates and maintain chain of custody of records and recordings.

 

Accountabilities

  • Customer service levels are measured through individual metrics and customer satisfaction survey results.
  • Demonstrates proficient understanding of the customer’s service needs and works to improve the operation of their facility with regard to the Inmate Calling System.
  • Is courteous, friendly and professional in attitude and appearance.
  • Arrives on time and works the agreed upon schedule.
  • Accurate and timely reporting of timesheet and expenses.
  • Timely responses to requests from Management and customers via phone, or e-mail, etc.
  • Makes the customer feel good about doing business with Securus.
  • Communicates effectively and timely with internal and external customers and Securus personnel.
  • Adhere to Field Service Standards and all Company policies outlined in the Employee Handbook.

Qualifications

Qualifications

  • High School education or equivalent.
  • Reliable transportation and strong work ethic.
  • Able to pass an extensive criminal history background check.
  • Able to adjust to the Correctional Facility environment and guidelines.
  • Have no family incarcerated in any local Correctional Facility.

 

Required

  • Microsoft Operating System experience including, but not limited to Outlook, Excel, & Word.
  • Enthusiastic approach to customer service
  • Self-starter and strong work ethic.
  • Outstanding oral/written communication skills.
  • Strong organizational and follow up skills.
  • Must be able to work in a fast paced environment where problem resolution times are measured in hours.
  • Must exhibit all of the company’s cultural attributes.
  • Good driving record.
  • A personal cell phone is required to perform the day to day duties of a field service administrator.

 

Preferred

  • Prior experience in a telecommunications environment.
  • Basic Telephony concepts.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

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