FS Client Admin-NY

The Field Service Client Administrator (FSCA) develops a trusted advisor relationship with facility staff members, providing quality and timely customer service to various audiences associated with correctional facilities, Securus personnel, and partners.

Requirements

• Primary representative between on-site facility personnel, Account Management & other Securus personnel
• Research issues reported by Agency staff members with the purpose of achieving 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 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 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 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, laptop 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
• Performs other duties as assigned

Benefits

• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits