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.
Duties & Essential Job Functions:
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.
Knowledge, Skills and Abilities:
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.