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Field Service Client Administrator - Wainwright Unit, Lovelady, TX

Company: Aventiv Technologies
Location: Texas City
Posted on: January 15, 2022

Job Description:

OverviewWelcome to Aventiv Technologies. Please watch this brief video to find out if this is the place you want to be!Purpose: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.ResponsibilitiesEssential DutiesPrimary representative between on-site facility personnel, Account Management & other Securus personnelResearch issues reported by Agency staff members with the purpose of achieving resolution or escalation to the appropriate departmentAssist, monitor and or issue escalations as needed with other internal departments.Communicate internally all client requests and issues to facilitate resolutionOpen, address, resolve and track heat tickets and advise customer and Securus Personnel of service affecting issuesRequired to maintain partnership and regular communication with Account ManagementMaintain a high level of client satisfaction through outstanding customer service and support.Required to attend onsite meetings as designated by facility leadershipPerform 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 resultsPerform Kiosk maintenance (keyboard, USB replacement, camera adjustment, etc.)Oversee rollout of services for newly acquired clients to align both parties' interestsManages and maintains assigned company inventories and assets (tablets, accessories, tools, parts inventory, laptop etc.)Distribute tablets and accessories to approved inmatesCollect and track customer statistics and trends that may assist in determining future account behavior and opportunities.Understanding & gauging loyalty levels, create strategic plans as needed (define problems, define success criteria, create corrective action plans, and update internal and external customers).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.Knowledge, Skills, and AbilitiesExcellent oral and written communication & presentation skillsAbility to communicate with co-workers and business contacts in a courteous and professional manner.Ability to develop ongoing rapport with clients and consumers and obtain relevant informationAbility to work under pressure, to meet deadlines, to deal positively with rejection and conflicts as well as negative feelings of products.Strong relationship management skillsProven ability to manage multiple projects at a time while paying strict attention to detailHigh degree of problem solving, conflict resolutions and negotiation skills for both external and internal customersDemonstrated ability to communicate, present and influence effectively at all levels of the organization, including executive and C-levelMust 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 and conflicting tasks.Ability to quickly adapt to changeFlexible and enthusiastic to learn new skills and problem solve solutionsUses small hand tools to make kiosk and/or video visitation repairsAbility 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 attributesQualificationsMinimum QualificationsHigh School education or equivalent.Reliable TransportationHave no family incarcerated in any local Correctional FacilityProficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technologyAbility to work well in an energized, fast paced, entrepreneurial, and collaborative environmentPreferred QualificationsRelevant work experience in a technology or telecommunications industry (preferred)Previous Experience within correctional facilityExperience working on or part of a client relations teamPhysical Requirements: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 35 pounds. Occasionally may need to reach, stoop, or kneel.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.

Keywords: Aventiv Technologies, Texas City , Field Service Client Administrator - Wainwright Unit, Lovelady, TX, IT / Software / Systems , Texas City, Texas

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