Securus Technologies

Help Desk Analyst

Job Locations US-TX-Carrollton
Job ID
# of Openings
Office and Administrative Support


JPay Inc. has an opening for a fulltime position as a Client Services-Help Desk Analyst. We are seeking someone with experience in customer service who would assist with client requests. This position requires the candidate to be able to work on a computer for long periods of time.


  • Assist with client requests and projects for an assigned region
  • Research issues reported by clients with the purpose of achieving resolution or escalation to the appropriate department
  • Create a friendly rapport with client base
  • Answer calls received into the Client Services queue
  • Respond to emails received into the helpdesk inbox within expected timeframe
  • Assist client with all product and service related questions, or concerns
  • Process toner and paper supply orders through My Office Products
  • Create reports in Excel
  • Consults with other team members (project management/services/support/customer care)
  • Contact prison staff via phone/email to arrange technician clearance to perform kiosk repair
  • Open and manage tickets in ticket system to fix hardware related issues
  • Manage user accounts including new user creation and adjustments to existing user access rights
  • Become knowledgeable in all JPay products and services to offer accurate support
  • Self-starter with ability to work independently and coordinate directly with team members


  • 3+ years of customer service experience
  • Excellent writing and communication skills
  • Problem solver, must have a take charge attitude
  • Assertive, self-sufficient, flexible and enthusiastic to learn new skills
  • Must be able to multitask
  • Goal oriented with superior work ethic and effective time management skills.
  • Demonstrate competency with MS Office and Internet Explorer
  • Exceptional attention to detail, ability to adapt to change
  • Experience with ticketing system is a plus (Freshdesk or Zendesk)
  • Friendly and professional personality over the phone and in person
  • Bilingual is a plus (English and Spanish)
  • High School diploma or GED

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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