Field Service Client Admin-NY

Aventiv Technologies•New York, NY

7d•$23 - $27•Onsite

About The Position

The Field Service Client Administrator (FSCA) - NY develops trusted-advisor relationships with facility staff and serves as the point of contact for day-to-day services and support in assigned facilities. The role focuses on improving customer loyalty and satisfaction by providing timely, high-quality service to correctional facility audiences, Securus personnel, and partners. The administrator troubleshoots software, resolves issues, repairs customer tablets, and supports data integrity and proper functionality of Securus onsite products. The role serves as the primary liaison among facility personnel, Account Management, and other Securus teams. It coordinates issue resolution and escalations, provides basic technical support and product training, assists with new-client service rollouts, and manages company inventories and equipment. The position also distributes tablets and accessories to approved incarcerated individuals, analyzes customer and account trends, and travels between Queens and Manhattan facilities, sometimes on short notice.

Requirements

High School Diploma or GED equivalent.
Reliable transportation and ability to travel from facility to facility.
Must have no family incarcerated in any local Correctional Facility.
Proficiency in Microsoft Office (Word, Excel, PowerPoint) and ability to learn new technology.
Ability to work well in an energized, fast-paced, entrepreneurial, and collaborative environment.
Excellent oral, written, presentation, and interpersonal communication skills, including the ability to communicate professionally and effectively with coworkers, business contacts, clients, consumers, executives, and C-level stakeholders.
Strong relationship-management skills, including the ability to build rapport, gather relevant information, influence others, and maintain positive customer relationships.
Ability to manage multiple projects, priorities, and conflicting tasks while maintaining organization, attention to detail, and deadlines.
Strong problem-solving, conflict-resolution, negotiation, and analytical skills; ability to work under pressure in a fast-paced environment where resolution times are measured in hours.
Ability to manage time, information, and workload with minimal supervision.
Strong data and information analysis, integration, and account-planning skills, including developing and executing strategic account plans.
Ability to adapt to changing priorities, remain flexible, and learn new skills, systems, and problem-solving solutions.
Ability to travel between Queens and Manhattan facilities as required.
Professionalism, sound judgment, and demonstration of company cultural attributes.

Nice To Haves

Relevant work experience in customer service, technology, or the telecommunications industry.

Responsibilities

Serve as the primary liaison between on-site facility personnel, Account Management, and other Securus personnel.
Research, address, resolve, track, and communicate client issues, service-affecting incidents, and heat tickets; coordinate escalations and resolutions with appropriate internal departments.
Maintain regular communication and partnership with Account Management so client requests, issues, support needs, and opportunities are communicated internally.
Maintain client satisfaction through customer service, support, relationship management, and responsiveness.
Attend on-site meetings as designated by facility leadership.
Perform basic technical support functions, including password resets, user setup, handout distribution, troubleshooting assistance, and basic product training.
Collaborate with Technical Support by providing troubleshooting results to support software maintenance and issue resolution.
Oversee service rollouts and implementation for newly acquired clients to align customer and company objectives.
Manage and maintain company inventories and assets, including tablets, accessories, tools, parts inventory, laptops, and related equipment.
Distribute tablets and accessories to approved incarcerated individuals.
Collect, track, and analyze customer statistics, trends, account behavior, and support needs; identify opportunities and communicate recommendations to Account Management and Customer Training teams as appropriate.
Travel between Queens and Manhattan facilities, including on short notice, to provide backup support and coverage.
Perform other duties as assigned.