Monitoring Technical Support Specialist

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:

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 on.
• 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.

Qualifications

Minimum Requirements:

• High School Diploma or GED required.
• At least two (2) years’ experience in an information technology support/helpdesk role preferred.
• Bilingual English/Spanish preferred.
• United States citizenship required.
• Must live in the US 3 of the last 5 years (military and study abroad included)
• 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.
• 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.

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

• Call center environment.
• Ability to work varying hours and days as necessary.
• May be requested to provide coverage outside of scheduled hours.
• Occasional overtime may be required.