Securus Technologies

  • Field Service Administrator - Pennington Co. Jail, SD

    Job Locations US-SD-Rapid City
    Job ID
    2018-2028
    # of Openings
    1
  • Overview

    Job Purpose:

    Responsible for provides quality and timely Customer Service to various audiences associated with a Correctional Facility to include inmates, Securus Personnel and the general public. Responsibilities with testing, and basic troubleshooting of equipment, responding to request from the general public and inmates, and scheduling on-site visitation.   

    Responsibilities

    Essential Duties:

    • Primary representative between on-site facility personnel, Securus management & other Securus personnel
    • Primary representative between facility personnel, inmates, friends and family, technical support and field service staff.
    • Maintain a high level of ongoing effective communication with management to assure quality customer service is being provided to all customers and issues are being resolved in a timely manner.
    • Ensure all systems are operational and work is completed thoroughly and accurately.
    • Understand the basic components for public Visitation and network equipment.
    • Provide one-on-one spot training for facility staff as necessary.
    • Scheduling appointments and assist Friend and Family members with the Video Visitation appointment application  for home and onsite.
    • Troubleshoot Video Visitation functions of hard drive, sound, camera, microphone, and lights via wireless keyboard.  Perform routine inspections of Video Visitation equipment ensuring proper volume of handsets, speakers and microphones.  Perform minor repairs when required.
    • Initiate trouble ticket requests for repair through technical support.
    • Administration of PIN/PAN data entry, blocks and unblocks, debit & prepaid transactions, investigations of inmate and facility complaints, maintaining and repairing inmate phones and/or video visitation terminals, aiding with administration of inmate tablets, processing of internal documents, and generate reports as requested. Voice Biometrics Enrollment and Re-Enrollment
    • Assist facility with video visitation duties such as: friend and family check in, scheduling requirements, creating a video visitation appointment, etc.
    • Assist Tech Support in the maintenance of computer hardware, software and telephony equipment by providing troubleshooting results
    • Keeping accurate logs and documentation, conveying messages and information in writing and/or via e-mail to both Securus management and customer
    • Open, address, resolve and track heat tickets and advise customer and Securus manager of service affecting issues
    • Maintain effective operation of all Securus product components including hardware, software, telephony equipment, video visitation and tablet equipment
    • Uses the Inmate Calling System and Securus Video Visitation System for investigative purposes when requested per subpoena.
    • Administration of call detail reports and burning recordings to CD per subpoena.
    • Taking direction from correctional facility on internal investigations. Listening to recordings and/or reviewing videos, burning recordings and/or videos to CD and reporting findings back to correctional facility and/or attorneys in verbal and written form
    • Testify in court when required as to how system operates and maintain chain of custody of records and recordings
    • All duties assigned by supervisor

    Knowledge, Skills, and Abilities:

    • Demonstrates proficient understanding of the customer’s service needs and works to improve the operation of their facility with regard to all of Securus products, such as: Inmate Calling System, Video Visitation and/or Tablets
    • Demonstrates proficient understanding of customer service needs and works to improve the operation of the visitation center.
    • Able to adjust to the Correctional Facility environment and guidelines.
    • Uses Internet Explorer, VPN, Microsoft Office for systems access and reporting
    • Uses small hand tools to make inmate phone and/or video visitation repairs
    • Is courteous, friendly and professional in attitude and appearance
    • Arrives on time and works the agreed upon schedule
    • Communicates effectively and timely with internal and external customers
    • Microsoft Operating System experience including, but not limited to Outlook, Excel, & Word
    • Enthusiastic approach to customer service
    • Self-Starter with strong work ethic, excellent, communication, and organizational skills
    • Outstanding oral/written communication skills
    • Strong organizational and follow up skills
    • Must be able to work in a fast paced environment where problem resolution times are measured in hours
    • Must exhibit all of the company’s cultural attributes
    • Adhere to Field Service Standards and all Company policies.
    • Customer Relationship and  Account Management Skills
    • Reliable transportation and clean driving record
    • Computing and Business Tools experience (Word, Excel, Power Point, Etc.)
    • A personal cell phone is required to perform the day to day duties of a field service visitation administrator.
    • Able to pass an extensive criminal history background check.
    • Have no family incarcerated in any local Correctional Facility

     

    Qualifications

    Minimum Qualifications:

    • High School education or equivalent

    Preferred Qualifications:

    • Prior experience in a telecommunications environment
    • Prior experience in a customer service environment.
    • Experience working with telecommunications and networks
    • Basic Telephony concepts
    • Associate degree in a related field
    • Previous experience within correctional facility

    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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