Solutions Center Tier 1 Associates are required to handle incoming customer calls and provide detailed initial troubleshooting and problem resolution. Tier 1 associates are trained on basic features & functionality of Securus/Satellite Tracking of People User-Interfaces, applications and third party systems. Tier 1 Associates are responsible for accurately gathering information, generating and documenting the ticket within the ticket tracking (SalesForce/Saleslogix) system.
Tier 1 Associates are responsible for customer request and incident reports processing. If they are 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 Solutions Center Tier 2 Associates to carry out his/her troubleshooting/resolution responsibilities. The ownership of the ticket will be passed to the Tier 2 Associates when the ticket is escalated to the next level. It is the responsibility of every associate to make sure each problem reported to them is addressed and resolved within the defined service level agreement of the customer contract.
It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.