Field Service Client Administrator

Overview

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

https://vimeo.com/391578629/5ba31cc5e9

Essential Duties

• Primary representative between on-site facility personnel, company management & other company 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 incarcerated individual and facility complaints, maintaining and repairing incarcerated individual phones and/or video visitation terminals, aiding with administration of incarcerated individual tablets, processing of internal documents, and generate reports as requested. Complete 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 company 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 Incarcerated 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: Incarcerated Calling System, Video Visitation and/or Tablets.
• Uses internet browser, VPN, Microsoft Office for systems access and reporting.
• Uses small hand tools to make incarcerated individual phone and/or video visitation repairs
• Is courteous, friendly and professional
• 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

Minimum Qualifications

• High school education or equivalent
• One year of related work experience

Preferred Qualifications

Physical Requirements

• 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.
• Minor repair work may involve 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 50 pounds.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Salary and Benefits:

At Aventiv Technologies, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $16 - $18 per hour based upon experience.
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

www.aventiv.com/privacy

Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.