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Field Service Client Administrator

2 months ago

Ossining, New York, United States Aventiv Technologies, LLC Full time
Welcome to Aventiv Please watch this brief video to find out if this is the place you want to be

**Associate Referral Reward Eligible**

Job Purpose:

The role of the Field Service Client Administrator (FSCA) is to develop a trusted advisor relationship with facility staff members. This role is the point of contact for managing the day-to-day services and support needs of their assigned area and seeks 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.

Essential Duties
  • Primary representative between on-site facility personnel, Account Management & other Securus personnel Setting up and maintaining tablets for use by incarcerated individuals.
  • Providing technical support and troubleshooting issues with tablets
  • Ensuring security measures are in place to prevent misuse of the tablets.
  • Assisting with software updates and installations on the tablets
  • Managing user accounts and access permissions on the tablets
  • Collaborating with other staff members to coordinate tablet usage schedules.
  • Training incarcerated individuals on how to use the tablets effectively and responsibly, also handling technical support matters and other incarcerated individual issues not resolved through the trouble ticket process.
  • 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.
  • Required to maintain partnership and regular communication with Account Management
  • Maintain a high level of client satisfaction through outstanding customer service and support.
  • Required to 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.
Knowledge, Skills and Abilities
  • Excellent oral and written communication & presentation skills
  • Ability 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 information
  • Ability to work under pressure, to meet deadlines, to deal positively with rejection and conflicts as well as negative feelings of 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 resolutions and negotiation skills for both external and internal customers
  • Strong written, verbal, analytical and interpersonal skills.
  • 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 and conflicting tasks.
  • Ability to quickly adapt to change.
  • Flexible and enthusiastic to learn new skills and problem solve solutions.
  • Ability to work well in an energized, fast paced, entrepreneurial, and collaborative environment.
  • Must exhibit all the company's cultural attributes
Minimum Qualifications
  • High School education or GED
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
  • Reliable Transportation Ability to travel from facility to facility.
  • Ability to travel to different facilities with limited notice.
Preferred Qualifications
  • Relevant work experience in a technology or telecommunications industry
  • Experience in troubleshooting and use of small hand tools to make kiosk and/or video visitation repairs.
  • Experience working in correctional facilities.
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.
  • Regularly walk and climb steps.
  • Regularly lift up to 20 lbs; occasionally lift up to 40 lbs
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.
  • $ $26.50/hour (depending upon experience)
  • Health Insurance
  • 401(k)
  • Disability
  • Life Insurance
  • Paid Time Off
  • Voluntary Benefits
Aventiv Privacy Policy:

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.