Field Service Client Administrator

About the position

The role of the Field Service Client Administrator (FSCA) is to develop a trusted advisor relationship with facility staff members. To establish him or herself as the point of contact for managing the day-to-day services and support needs of their assigned area and seek to improve customer loyalty and satisfaction. Provide quality and timely customer service to various audiences associated with correctional facilities, Securus personnel and partners. Perform minor maintenance and repair on kiosks, telecommunication equipment, associated computers, networking, and electronic equipment. Ensure data integrity and proper system functionality of all Securus onsite products.

Responsibilities

• Primary representative between on-site facility personnel, Account Management & other Securus personnel
• Research issues reported by Agency staff members with the purpose of achieving resolution or escalation to the appropriate department
• Assist, monitor and or issue escalations as needed with other internal departments.
• Communicate internally all client requests and issues to facilitate resolution
• Open, address, resolve and track heat tickets and advise customer and Securus Personnel of service affecting issues
• Required to maintain partnership and regular communication with Account Management
• Maintain a high level of client satisfaction through outstanding customer service and support.
• Required to attend onsite meetings as designated by facility leadership
• Perform basic Technical Support functions (password resets and handouts, user set up, etc.) and basic product training as needed or requested by the customer.
• Travel to neighboring facilities within an assigned region sometimes with minimal lead time as a backup.
• Assist Tech Support in the maintenance of computer hardware, software and other equipment by providing troubleshooting results
• Perform Kiosk maintenance (keyboard, USB replacement, camera adjustment, etc.)
• Oversee rollout of services for newly acquired clients to align both parties' interests
• Manages and maintains assigned company inventories and assets (tablets, accessories, tools, parts inventory, laptop etc.)
• Distribute tablets and accessories to approved incarcerated individuals
• Collect and track customer statistics and trends that may assist in determining future account behavior and opportunities.
• Understanding systems, training and support needs for assigned client base & referring them to our Account Manager and internal Customer Training as needed.
• Performs other duties as assigned.

Requirements

• High School education or GED
• Reliable Transportation Ability to travel from facility to facility
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
• Ability to work well in an energized, fast paced, entrepreneurial, and collaborative environment

Nice-to-haves

• Relevant work experience in a technology or telecommunications industry.

Benefits

• $23.26/hr. - $26.52/hr. (depending upon experience)
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits