Solutions Center Team Lead Associates are required to assist Tier 1 Associates with all request and incident by providing detailed troubleshooting and problem resolution. Associates will be trained on basic features & functionality of Securus/Satellite Tracking of People User-Interfaces, applications and third party systems. Solutions Center Team Lead Associates are responsible for accurately generating and documenting tickets within the case tracking Salesforce system. Additionally, they are responsible for investigating, troubleshooting and or resolving any escalations that’s been reported that’s hardware/software related and the Tier 1 associates are unable to resolve to the customer’s satisfaction.
Knowledge, Skills, and Abilities:
Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.
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.