Customer Service/Analytics Support Rep Job SCRAM Systems Denver

by admin on November 6, 2020

SCRAM Systems Careers 2020 - SCRAM Systems present a chance to fill Customer Service/Analytics Support Rep that will be placed in Denver.

SCRAM Systems Recruitment 2020

Description :
Job Description:

SCRAM Systems is the industry leader in software and electronic monitoring technologies for the community corrections field. We are driven to deliver innovative solutions that truly make a difference in the lives of the clients, customers, and communities we serve.

Alcohol Monitoring Systems, Inc. is looking for a Technical Services Representative to provide customer support for all of our products and services, including analysis of SCRAM data.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

  • Specific Responsibilities Include:
  • Provide 1st level telephone support for monitoring center for all products including CAM Bracelet, Remote Breath Device and SCRAM GPS.
  • Provide 1st level general support to all general support email inquiries, chat support & web to case support within the same business day.
  • Return all customer voice mails within 1 hour of receipt.
  • Provide Client Verification Calls or Alert Escalations within compliant time frames based on service level agreements for HA and GPS customers.
  • Capture all customer interactions with a Sales force case
  • Support new customers in set up of SCRAMNet/Insight for agencies, courts and judge
  • Perform Sales force data base upkeep for contacts & accounts to ensure up to date records
  • Address customer questions regarding training issues and daily operational issues such as equipment installations, removals, battery changes, manual data uploads, and receipt of modem communications/data upload.
  • Transfer 2nd level support calls to Data Analysts when customer questions arise about a potential or confirmed Tamper or Alcohol Detection/TAC.
  • Review daily report for customers awaiting Equipment Inspection Reports and report findings to customers as reports are completed.
  • Perform maintenance on Provider contact lists and other data entry duties as assigned.

Required Experience:

PERFORMANCE MEASUREMENTS

  • Customer calls are handled in a timely and proficient manner
  • CVC and alert escalation calls are handled within the SLA with a 99.9% compliance
  • Email, web and chat support are handled in a timely and proficient manner
  • Customer voice mails are returned within 1 hour of receipt

EDUCATION/CERTIFICATION:

  • Level 1 Training Completion for GPS, CAM, HA and RB
  • TSR Basic Training Completion
  • BA Degree is preferred

KNOWLEDGE:

  • Basic understanding of:
  • Equipment
  • Systems Navigation
  • Policies and procedures

EXPERIENCE:

  • Strong Customer Service and Technical Services background
  • Bilingual Spanish a plus

SKILLS / ABILITIES:

  • Microsoft Office
  • Sales force is a plus
  • JDE is a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.


From: SCRAM Systems



For further information, please refer official source from SCRAM Systems Career Center on following link below. If you meet the requirement and are interested in building a future career with SCRAM Systems, please register yourself at :




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