Securus Technologies

  • Tier I Team Lead

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

    Job Purpose:


    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.


    Essential Duties:

    • Provide advanced customer support to internal and external customers
    • Track all open case requests
    • Perform customer ticket audits to ensure accuracy
    • Collaborate with Supervisor and Training department to create, develop and implement knowledge base solutions
    • Assist in new hire and refresher training for employees
    • Provide shift and on-call coverage as assigned
    • Associates  are responsible for accepting, assisting and or mentoring Tier  1 Associates on problem analysis troubleshooting
    • Must be able to perform the duties of Tier 1 and serve as mentor to aid in broadening the Tier 1’s overall knowledge and skill set
    • Accurately document trouble tickets in a timely manner including root cause, problem analysis and steps that culminated in final resolution
    • Proactively review and troubleshoot each component related to a case to ensure that the issue being investigated is not a repeat problem, so reviewing of previous ticket history is needed to rule that out
    • Periodically update customers on open inquiries providing ETA of resolution when ownership is at the Tier 1 Lead level
    • Must follow all department policies and procedures including escalation process 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
    • Associates are responsible for accurately documenting and monitoring the status of their trouble tickets on a daily basis
    • Documentation should contain proper contact and email information, as well as, an alternate contact
    • Provide up to date status, actions taken, resolution notes, and root cause and customer approval prior to closure. 
    • Each technician is responsible for following up with the customer on problems, as well as, follow designated escalation process and response times for tickets they retain ownership on.
    • Associates are also responsible for meeting the company customer service level objectives
    • Associates are responsible for adhering to corporate policies
    • Must exhibit all of the company’s cultural attributes
    • Associates are responsible for meeting individual and team goals and Key Performance Indicators (KPI)
    • Associates obligated to follow instructions, processes and procedures
    • Must have access to high speed Internet for remote connectivity to Securus Technology Inc. network when applicable


    Knowledge, Skills, and Abilities:

    • Prior experience as a high performer in proving support for STOP products
    • Experience in direct customer support
    • Polished customer communication skills ( Written and Verbal)
    • Ability to teach and transfer knowledge to agents
    • Outstanding oral/written communication skills.
    • Strong organizational and follow up skills.
    • Ability to work independent of supervision, but also functions well with direct supervision in an office environment.
    • Must be able to work in a fast paced environment where problem resolution times are measured in hours.
    • During the course of employment must be flexible for potential schedule changes in a 24 hour 7 day a week environment.  Flexible schedules require availability for nights and weekends including unplanned and unscheduled overtime.         
    • Ability to handle multiple issues or projects at any time.
    • Proficiency in Microsoft Office (Word, Excel, PowerPoint), and capable of learning new technology


    Minimum Qualifications:

    • 2+ years’ experience in a technical support environment providing support for external desktop and network customers
    • Experience in direct customer support with troubleshooting.
    • Experience in providing network support.
    • Prior experience working in a software environment.


    Preferred Qualifications:

    • Associates degree


    Physical Requirements:

    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.


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