Inmate Calling Solutions (ICSolutions), a division of Centric Group, provides inmate telephone service and related technology to correctional facilities throughout the United States. ICSolutions' mission is to focus advanced technology and proven resources into transforming the inmate calling arena. ICSolutions is dedicated to ongoing technology advances delivering market-specific solutions coupled with unsurpassed technical support and customer service. This business philosophy has earned ICSolutions the reputation of being a market leader in this highly competitive and fast-growing segment of the telecommunications industry.
* Serve as Primary Interface for facility system inquiries * Track and manage inmate inquiries (grievances), complaints and responses * Add and maintain PIN Number Investigations * Assist facility investigative personnel with reporting needs & tasks * Manage paperwork associated with RMAs for spare parts used in system maintenance * Coordinate planned site visits and materials delivery through facility security * Report generation to meet facility requirements * Report generation assistance and limited training to new facility personnel * Provide weekly update of phone system status, repairs made, open items * Repair or replace broken telephone sets * Assist technical support with system troubleshooting * Complete miscellaneous duties as assigned by manager
* 2 years customer service experience. * 3 or more years demonstrated skills in a high tech environment, emphasizing skills in computer hardware maintenance, software management, and networking. * Superior listening skills. * Strong written and oral communication skills. * Ability to work independently efficiently and effectively to resolve customer concerns or issues. * Ability to manage multiple time sensitive issues. * Ability to adapt easily to a constant changing environment. * Position can require overtime, non-standard schedules and evening or night shifts.
* Must pass background, credit, Motor Vehicle Record, and drug checks
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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