Job Summary:
LifeSafer/Scram Systems is looking for a GPS Monitoring Representative I to support our GPS Monitoring Center for service partners, courts, agencies, and clients.
Duties/Responsibilities:
* Basic knowledge of SCRAM GPS product.
* Assist customer with GPS equipment troubleshooting, maintenance and installation or removal questions.
* Handle Monitoring Center Alert calls for GPS customers. Ensure tickets are accurately notated as to what actions occurred.
* Making calls, suspending, and resolving multiple monitoring center alerts while maintaining compliance with all service level agreements.
* Able to multi-task and remain proficient while handling multiple monitoring alerts for multiple clients.
* Must have good technical knowledge and be able to communicate effectively to both understand issues and explain their solutions.
* Able to work independently and recognize situations requiring intervention or additional investigation.
* Return all VA DOC voicemails within 1 hour of receipt.
* Escalate support calls to GMR II or GMR Senior, if necessary. Ability to provide steps taken to recreate or reproduce customer complaint prior to escalating.
* Capture all customer interactions within a Salesforce case. Thoroughly document all problem descriptions, actions taken, communication provided, and any needed next steps.
* Ability to work in application settings for versions and updates. Familiar with clearing cache and cookies.
* Other duties as assigned.
Skills/Abilities:
* Strong customer service and technical background
* Strong analytical skills
* Strong attention to detail
* Ability to multi-task
* Strong written and verbal communication skills to convey technical concepts
* Possess strong interpersonal and customer interaction skills
* Works well in a cross-functional team environment
* Proficiency with Microsoft Office (Outlook, Excel, Word, PowerPoint)
* Bilingual language is a plus
Education and Experience:
* Bachelor’s degree preferred (pursuing or achieved)
* High School Diploma or equivalent required
* Level 1 Certification required upon employment
* Previous Customer Service background preferred
* Criminal Justice background preferred
* Salesforce experience is a plus
* SCRAM equipment experience is a plus
Physical Requirements (With or without reasonable accommodation):
* Sitting: 100%
* Fine Motor Movements: 100%
*** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran
Job Types: Full-time, Temporary
Pay: From $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
Work setting:
Location:
Work Location: Remote