Facility Services Representative

US-TX-Carrollton
Job ID
2017-1486
# of Openings
1
Category
Office and Administrative Support

Overview

Technical Support Facilities Service Representatives (FSR’s) are required to handle incoming customer calls, e-mails and faxes.  FSR’s will be trained on all user functions of Securus systems and applications and are to answer any SCP UI Interface questions.  FSR’s are responsible for accurately generating and documenting tickets within the ticket tracking system and providing customers with responses to inquiries.  FSR’s are responsible for working and resolving all areas of Technical Support Service Request (TSSR) ticket type, including but not limited to ‘How To’ & ‘Service Requests’.  FSR’s will research Inmate complaint forms and respond to the Inmate with details of their inquiry.  

 

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. 

Responsibilities

Duties & Essential Job Functions:

  • Answer incoming calls, e-mails, and fax requests.
  • Analyze the facility request to determine if the service request is 'Break/Fix', 'TSSR' or “Facility Education” ticket type.
  • Insure the ticket is opened for the correct facility with contact information and the correct priority as defined by the facilities Service Level Agreement (SLA) and the severity of the issue.
  • Open appropriate ticket type providing detailed information and work ticket to resolution where possible.
  • For Inmate Funding issues or Credits, utilize Securus’ systems to research and work the reported issue.
  • For tickets beyond the scope of the FSR, escalate tickets to appropriate level per process.
  • Provide customer feedback, updates and obtain closure authorization per process for all tickets not escalated.
  • Accurately document tickets in a timely manner including problem description, actions to final resolution and root cause analysis.
  • Must follow all department policies and procedures including escalation process and response times.
  • Responsible for completing training as assigned by management and Training Department, as well as, selecting training courses that will improve individual skill set through Securus University.
  • Perform other duties as needed which are directed by the business needs of the service organization and assigned by management.
  • FRS's are responsible for accurately updating trouble tickets on a daily basis.
  • Provide up to date status, actions taken, resolution notes, root cause and obtain customer approval per process prior to closure.
  • Each FSR is responsible for updating the customer on service requests, as well as, follow designated escalation process and response times for tickets they own.
  • Must have access to high speed Internet for remote connectivity to Securus Technology Inc. network when applicable.

 

Accountabilities:

  • FSR's are responsible for attending training as assigned by management and Training Department.
  • FSR's are also responsible for meeting the company customer service level objectives.
  • FSR's are responsible to adhere to corporate & department policies and procedures
  • Must exhibit all of the company's cultural attributes
  • FSR's are responsible for meeting individual and team goals and Key Performance Indicators (KPI's)

FSR's are required to follow the Technical Support instructions, processes, procedures as defined in Wiki articles or passed to them from the Technical Support management team.

Qualifications

Qualifications:

  • 2+ years experience in a help desk, customer service or technical support environment.
  • Excellent Data Entry skills

 

Knowledge, Skills and Abilities:

  • Microsoft Office Suite experience.
  • Ability to handle and prioritize multiple projects and tasks simultaneously.
  • Enthusiastic approach to customer service.
  • 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.
  • Work in a team environment to ensure customer satisfaction and continuous improvements in service
  • During the course of employment must be flexible for potential schedule changes in a 24 hour 7 day a week environment. Flexible schedules require availability for nights and weekends including unplanned and unscheduled overtime. 

 

Preferred:

  • Prior experience in a telecommunications environment.
  • Inmate Calling System Platform Training such as SCP

 

Education:

  • High School education or equivalent.

Americans with Disabilities Specifications:

 

Work is primarily sedentary in nature; no special demands are required with some targeted travel.

 

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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