Technical Operations Technicians are required to handle incoming customer calls and provide detailed initial troubleshooting and problem resolution. Technicians will be trained on all functionality of Securus systems, applications and third party systems. Technical Operations Technicians are responsible for accurately generating and documenting tickets within the ticket tracking system. Technical Operations Technicians are responsible for keeping the customer updated throughout the repair and obtain facility closure authorization if they are able to resolve the customer issue and are the ‘owner’ of the ticket. If unable to resolve the issue within the outlined service level objectives, each technician is required to provide the necessary preliminary information for escalation to the Technical Support Escalation Specialist to carry out his/her troubleshooting/resolution responsibilities. The ownership of the ticket will be passed to the Technical Support Specialist when the ticket is escalated to the next level. Technical Operations Technicians are to serve as mentors and backup support to the Technical Assistance Technicians. It is the responsibility of every technician to make sure every problem reported to them is addressed and resolved within the defined service level agreement of the customer contract.
This role requires an individual who has organization skills, highly energetic, must pay attention to detail, able to look at the big picture, a team player, customer service driven, business minded and results driven with ambition to succeed in a 24x7x365 environment. Flexible schedules require availability for nights and weekends including unplanned and unscheduled overtime.
DUTIES & ESSENTIAL JOB FUNCTIONS
Work is primarily sedentary in nature, no special demands are required.
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.