Technical Support Specialist Case Management

Job Title

BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States.

Qualifications

Minimum Requirements:

• High School Diploma or General Education Development (GED) certificate.
• One (1) year of call center experience is preferred.
• Successful completion of internal Correctional Specialist I certification after initial training period and annual recertification testing.
• Ability to pass all pre-employment testing to include spelling, grammar and typing of at least thirty-five (35) words per minute.
• 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.
• Must be self-motivated with the ability to work independently.
• Ability to work in a multi-task 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.
• Bilingual English/Spanish a plus.
• Ability to work with computers and the necessary software typically used by the department.

Working Conditions

• 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.

Responsibilities

Communicates via inbound and outbound phone 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.

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.
• Responds to electronic monitoring (EM) and global positioning system (GPS) violations and alerts.
• 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.
• Reviews and processes breathalyzer tests
• Responds to advanced troubleshooting calls for EM and GPS technical questions.
• Performs other duties as assigned.