Field Service Client Administrator - NY

Aventiv Technologies•New York, NY

2d•$23 - $27•Onsite

About The Position

The role of the Field Service Client Administrator (FSCA) - NY 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.

Requirements

High School Diploma or GED equivalent
Reliable transportation with the ability to travel from facility to facility
Have no family incarcerated in any local Correctional 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
Excellent oral and written communication & presentation skills
Ability to communicate with co-workers and business contacts courteously and professionally.
Ability to develop ongoing rapport with clients and consumers and obtain relevant information
Ability to work under pressure, to meet deadlines, to deal positively with rejection and conflicts, as well as negative feelings about products.
Strong relationship management skills
Proven ability to manage multiple projects at a time while paying strict attention to detail
High degree of problem-solving, conflict resolution, and negotiation skills for both external and internal customers
Demonstrated ability to communicate, present, and influence effectively at all levels of the organization, including executive and C-level
Must be able to work in a fast-paced environment where problem resolution times are measured in hours.
Strong data/information analysis and integration skills.
Ability to effectively manage time and information with minimal supervision.
Excellent organizational and time management abilities
Ability to identify, prioritize, and respond to multiple conflicting tasks.
Ability to quickly adapt to change
Flexible and enthusiastic to learn new skills and problem-solving solutions
Uses small hand tools to make kiosk and/or video visitation repairs
Ability to travel up to 1 week with 2 weeks’ notice.
Proven ability to successfully draft and execute strategic account plans.
Must exhibit all the company’s cultural attributes

Nice To Haves

Relevant work experience in the technology or telecommunications industry

Responsibilities

Primary representative between on-site facility personnel, Account Management & other Securus personnel
Research issues reported by Agency staff members to achieve 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 customers and Securus Personnel of service affecting issues
Maintain partnership and regular communication with Account Management
Maintain a high level of client satisfaction through outstanding customer service and support.
Attend onsite meetings as designated by facility leadership
Perform basic Technical Support functions (password resets and handouts, user setup, 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, laptops, 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.
Perform other duties as assigned.