Customer Service Specialist in Anderson, IN at The GEO Group, Inc.

Date Posted: 1/7/2021

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Job Snapshot

Employee Type:

Full-Time
Location:

Anderson, IN
Job Type:

Security
Experience:

Not Specified
Date Posted:

1/7/2021

Job Description

Facility: ANDERSON - MONTORING CENTER

Compensation Base: $11.54 + PFP Bonus

Compensation Bonus (if applicable):

Equal Opportunity Employer.

Are you interested in Criminal Justice or do you enjoy working with computers? If you answered yes to any of these questions, 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 involved in the U.S. immigration court process as they live in the community and we are hiring for our Anderson, IN Technical Support Center.

$2500.00 sign-on bonus, distributed evenly over first 90 days. Paid training period. Base pay is $11.45/hr. After 90 days, employee is enrolled into the Pay for Performance program. Pay for Performance is paid in addition to your base pay. Current average Pay for Performance rate is over $5/hr.

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. The average tenure of our current employees at our Anderson Technical Support Center is currently 9 years!

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

Summary

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.
2 years’ experience in an information technology support/helpdesk role preferred.
U.S. Citizenship required.
Ability to pass a federal background check and obtain a suitability determination.
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 IT and troubleshooting skills.
Strong oral and written communication skills in both English and Spanish if bilingual preferred.
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.

Your benefits will include: