Securus Technologies

  • Tier 1 Associate

    Job Locations US-TX-Houston
    Job ID
    # of Openings
  • Overview

    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. 


    • Respond to all customer related incoming calls and e-mails
    • Provide first-call resolution to incoming requests via email and phone.
    • Associates assist VeriTracks users their application needs
    • Provide initial analysis and detailed problem descriptions on all request and reported incidents from VeriTracks users.
    • Responsible for analyzing and troubleshooting all request and reported incidents from VeriTracks users.
    • Must be able to perform the duties VeriTracks users.
    • Transfer warm customer calls to appropriate staff using the appropriate call flow
    • Periodically update customers on open issues providing ETA of resolution when ownership is at the Tech 1 level.
    • Accurately document trouble tickets in a timely manner including root cause and troubleshooting steps to final resolution.
    • Proactively review and troubleshoot each component related to a case to ensure that the issue being reported is not a repeated problem, so review previous the ticket history to rule that out.
    • Must follow all department policies and procedures including escalation processes and response times.
    • Perform other duties as needed which are directed by the business needs of the service organization and assigned by Management.
    • 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.
    • Provide monitoring center assistance/relief as needed.
    • Assist in product ticket processing as needed.
    • Assist with on-the-job training for new employees.
    • Associates are responsible for accurately monitoring their ticket queue to provide updates on their trouble tickets on a daily basis.
    • Documentation should contain proper contact and email information, as well as, an alternate contact should it be needed.
    • Provide up to date status, actions taken, resolution notes, and root cause and customer approval prior to closure.
    • Each associate is responsible for following up with the customer on problems as well as follow designated escalation process and response times for the tickets they retain ownership of.


    • Excellent communication and interpersonal skills
    • Ability to interface with internal and external partners and to manage projects is required
    • Strong Organizational and time management skills
    • Ability to work on many projects simultaneously
    • Ability to set priorities and work independently with strong initiative
    • Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency.
    • Ability to make sound decisions with minimal guidelines
    • High School Diploma
    • Previous experience involving customer contact, technical support, or customer relations

    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.


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