Technical Support Specialist - Case Management

Job Description

Job Description

Overview

BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States. We excel at proving technological solutions to over 1,000 agencies nationwide and allowing those agencies to fulfill their missions without worrying about the technical complexities.

Responsibilities

Summary:

Communicates via inbound and outbound telephone calls with various law enforcement agency staff members, parolees, and community based organizations and individuals. Responds to call types based upon contractual requirements. Uses web-based computer system for tracking, information gathering and documentation of calls. Responds to electronic monitoring (EM) and global positioning system (GPS) violations and alerts. Assists agency personnel with equipment installs and de-installs.

Primary Duties and Responsibilities:

• Communicates via inbound and outbound telephone calls with various law enforcement agency staff members, parolees, and community based organizations and individuals in order to provide appropriate and accurate responses to inquiries and prompt and accurate resolution of issues.
• Accurately documents all calls and updates parolee records in appropriate web-based computer systems.
• Escalates complaints and complex calls to management for follow up as necessary.
• Assists agency personnel and field technicians with installs and de-installs of EM and GPS equipment, including troubleshooting of equipment issues, date entry related to install or de-install, and confirmation of install by phone.
• Processes EM and GPS violations and alerts in a timely manner in compliance with contractual obligations.
• Conducts hourly calls to Parolees on alert status. Performs accurate data entry to document results of calls.
• Responds to advanced troubleshooting calls for EM and GPS technical questions.
• Performs other duties as assigned.

Qualifications

Minimum Requirements:

• High School Diploma or General Education Development (GED) certificate.
• Correctional Specialist I certification required.
• Successful completion of Correctional Specialist II certification after training period of 2 weeks.
• Successful annual recertification on all EM and/or GPS hardware and software.
• At least six months of experience as a Corrections Specialist I.
• Ability to pass all pre-employment testing to include spelling, grammar and typing of at least 35 words per minute.
• Successful completion of criminal background check and pre-employment drug testing.
• Successful completion of required testing during introductory training.
• Strong interpersonal skills.
• Strong written and oral communication skills.
• Ability to maintain the highest level of confidentiality.
• Proficient computer skills, including, but not limited to, Microsoft Word and Excel.
• Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
• Ability to communicate technical concepts to a non-technical audience.
• Must be self-motivated with the ability to work independently.
• Ability to work in a multi-tasked environment and prioritize tasks appropriately.
• Ability to meet contractual deadlines.
• Ability to quickly develop knowledge of all programs systems and procedures to perform job effectively.
• Ability to maintain professionalism when dealing with upset or escalated calls.
• Ability to develop knowledge and understanding of, and compliance with Company policies and procedures.
• Bi-lingual (Spanish) a plus .
• Ability to provide mentoring to peers.
• Ability to work with computers and the necessary software typically used by the department.

BI Incorporated