Securus Technologies Field Service Administrator in Rapid City, South Dakota
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Responsible for providing quality and timely customer service to various audiences associated with correctional facilities, Securus personnel and partners. Provide administrative services of inmate calling accounts, video visitation, tablet administration, basic phone repair and analyzing inmate calls and video visitation sessions via Securus interfaces. Ensures data integrity and proper system functionality of all Securus onsite products.
Duties & Essential Job Functions:
Primary representative between on-site facility personnel, Securus management & other Securus personnel
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
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
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
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 and strong work ethic
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
Reliable transportation and strong work ethic
Have no family incarcerated in any local Correctional Facility
Basic Telephony concepts
- High School education or equivalent.
Prior experience in a telecommunications environment.
Previous Experience within correctional facility
While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
Occasionally may need to reach, stoop, or kneel.
Equal Employment Policy:
The Company’s policy is to provide equal employment opportunity to all individuals in all of its employment programs and decisions. Securus Technologies, Inc., and its Subsidiaries 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, genetic information, sexual orientation, gender identity, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.
Job LocationsUS-SD-Rapid City
CategoryOffice and Administrative Support