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Field Service Client Administrator

4 months ago

Livingston, United States aventiv Full time

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

***Associate Referral Eligible**

Job 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.

Essential Duties:

- 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 tickets and advise customer and Securus Personnel of service-affecting issues.
- Maintain partnership and regular communication with Account Management.
- 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.
- 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 mínimal 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.
- Perform 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.
- Demonstrated ability to communicate, present and influence effectively at all levels of the organization.
- 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 mínimal 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.
- Uses small hand tools to make kiosk and/or video visitation repairs.
- Ability 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 attributes.

Minimum Qualifications
- High School education or equivalent.
- Ability to travel from facility to facility
- Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
- Ability to work well in an energized, fast paced, entrepreneurial, and collaborative environment

Preferred Qualifications
- Relevant work experience in a technology or telecommunications industry (preferred)

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 qualification