Field Service Client Administrator

4 weeks ago

Iowa Park, Texas, United States Aventiv Technologies, LLC Full time
Job Summary

We are seeking a highly skilled Field Service Client Administrator to join our team at Aventiv Technologies, LLC. As a Field Service Client Administrator, you will be responsible for developing trusted advisor relationships with facility staff members, establishing yourself as the point of contact for managing day-to-day services and support needs, and seeking to improve customer loyalty and satisfaction.

Key Responsibilities
  • Primary representative between on-site facility personnel, Account Management, and 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 setup, 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.
  • Perform other duties as assigned.
Requirements
  • 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 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.
  • 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.
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.

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