Field Service Client Administrator

4 weeks ago

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

Job Purpose:

The Field Service Client Administrator is responsible for developing a trusted advisor relationship with facility staff members. This role involves establishing oneself as the point of contact for managing day-to-day services and support needs, with the goal of improving customer loyalty and satisfaction.

As the primary representative between on-site facility personnel, Account Management, and other Securus personnel, the Field Service Client Administrator will:

  • Research issues reported by Agency staff members to achieve resolution or escalation to the appropriate department.
  • Open, address, resolve, and track tickets, advising customers and Securus personnel of service-affecting issues.
  • Maintain partnership and regular communication with Account Management.
  • Train incarcerated individuals on tablet usage and handle technical support matters.
  • Attend onsite meetings as designated by facility leadership.
  • Perform basic technical support functions and product training as needed.
  • Travel to neighboring facilities within an assigned region with minimal lead time.
  • Assist Tech Support in maintaining computer hardware, software, and equipment.
  • Oversee rollout of services for newly acquired clients.
  • Manage and maintain assigned company inventories and assets.
  • Collect and track customer statistics and trends.
  • Understand systems, training, and support needs for assigned clients.
  • Manage multiple projects with attention to detail.
  • Analyze data and integrate information.
  • Effectively manage time and information with minimal supervision.
  • Be flexible and enthusiastic to learn new skills and problem-solve solutions.
  • Use small hand tools for kiosk and video visitation repairs.
  • Ability to travel up to 1 week with 2 weeks' notice.
  • Proven ability to draft and execute strategic account plans.
  • Ability to travel from facility to facility.
  • Proficiency in Microsoft Office and ability to learn new technology.

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 office equipment.

Equal Employment Policy:

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.

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