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Customer Service Spec - Technical - Immigration BILINGUAL Spanish in Aurora, IL at The GEO Group, Inc.

Date Posted: 8/3/2022

Job Snapshot

  • Employee Type:
  • Location:
    Aurora, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Facility: PROTOCOL

Pay: 19.50 per hour

Bonus (if applicable): $500 sign on bonus


Benefits: Employees working a normal work week (30 hours or more) will enjoy a competitive benefits package for an energized workforce with options for you and your family including:

• Paid time off        • Paid holidays         • 401(k)
• 401(k) matching      • Health Insurance        • Dental Insurance
• Vision Insurance       • Life Insurance          • Flexible spending account
• Health savings account    • Tuition Reimbursement     • Reduced tuition rates
• Employee discount     • Employee assistance program • Pet insurance
• Disability Insurance     • Paid training           • Other benefits available

Equal Opportunity Employer.



Contractual obligations require you to be a US Citizen for this position.

2nd and 3rd shift work schedules available.

Are you interested in Criminal Justice or do you enjoy working with computers?  If so, we would like to hear from you!

BI Incorporated is the U.S. leader for offender monitoring products and services that help federal state, and local agencies monitor parolees, probationers, pretrial defendants, and those involved in the U.S. immigration court process as they live in the community.


Accepts inbound phone calls from contracted agency personnel. Processes alerts according to contract requirements and provides timely, accurate and effective troubleshooting of elevated hardware and software issues with customer equipment and systems. Acts as a liaison between Monitoring Operations, Monitoring Customer Service, Training, and other departments as required.


Primary Duties and Responsibilities

  • Processes alerts and responds to customer inquiries made by phone or email including special accounts requiring a high level of service
  • Accepts inbound phone calls, troubleshoots, diagnoses and escalates hardware and software issues with customer equipment and software as necessary.
  • Provides advanced troubleshooting and support on customer issues with hardware and software for all monitoring operations departments.
  • Provides communication to internal departments and management on the status of hardware and software issues being worked.
  • Recommends efficiencies and/or solutions for issues with hardware and software platforms.
  • Ability to communicates technical troubleshooting concepts to a non-technical audience and ensure understanding.
  • Performs other duties as assigned.

Job Requirements

Minimum Requirements

  • High School Diploma or GED required.
  • Associates Degree in Computer Science, Information Technology or related field or equivalent combination of education and experience preferred.
  • At least two (2) years’ experience in an information technology support/helpdesk role preferred.
  • United States Citizenship required.
  • Must live in the United States 3 of the last 5 years (military and study abroad accepted).
  • Ability to pass a federal background check and obtain a suitability determination.
  • Bilingual (English/Spanish) language skills oral and written, required.
  • Proficiency in Microsoft Word and Excel.
  • Basic knowledge of hardware and software platforms and the ability to acquire solid knowledge of Company electronic monitoring products quickly.
  • Intermediate level I.T. and troubleshooting skills.
  • Ability to communicate technical concepts to a non-technical audience.
  • Flexibility in handling special projects and assignments.
  • Must be self-motivated with the ability to work independently.
  • Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
  • Ability to provide technical mentoring to peers.
  • Ability to meet deadlines and prioritize appropriately.
  • Ability to work with computers and the necessary software typically used by the department.
  • Ability to pass all pre-employment testing to include spelling, grammar and typing of at least 35 words per minute.
  • Successful completion of customer background check.
  • Ability to work with computers and the necessary software typically used by the department.


Working Conditions: Encountered on a regular basis as part of the work this job performs.

  • Typical office environment.
  • May be requested to provide coverage after regularly scheduled work hours.
  • Use of standard office equipment such as copier, computer, keyboard, telephone, fax and mobile devices.
  • Close vision and the ability to identify and distinguish colors in order to decipher color-codes on software applications.
  • Repetitive use of hands and arms working with computer keyboard, telephone and other mobile devices, such as an iPad.
  • We offer a thorough training program, pleasant atmosphere, employee discounts, tuition assistance, health, dental and vision insurance, 401k, employee events and free snacks for our employees.  

  • Benefits include:

    • Three weeks Paid Time Off
    • 15 paid Holidays
    • 401(k) retirement program with employer match
    • Medical, Dental, and Vision coverage
    • Term and whole life insurance (includes spouse and dependent)
    • Accidental death and dismemberment insurance
    • Short- and long-term disability
    • Flexible spending account
    • Stock purchase program
    • Tuition reimbursement
    • Employee Assistance Program (EAP)
    • Pet Insurance
    • Legal program
    • Aflac
    • Wellness Program
    • Direct deposit
    • Schedules posted 3 weeks in advance
    • Nationwide career opportunities
    • Social Committee