Support Service Representative

Position Details

Support Service Representative

Overview

Support Service Representatives (SSRs) serve in a hybrid role with certain account management duties as well as primary Tier 1 support responsibilities. SSRs proactively manage and develop a portfolio of accounts to ensure Corrisoft’s solutions are meeting customer needs. SSRs are service-driven and solution-minded professionals, serving as Corrisoft’s direct and long-term representatives to our external customers (agencies and program participants). SSRs utilize the telephone, computer, internet, Corrisoft’s software portfolio and other tools to monitor program participants, react accordingly, troubleshoot, track, analyze and report information in a timely and accurate manner to others, including law enforcement, various community supervision agencies and internal resources. Successful SSRs are committed to customer service, job quality, continuous learning and improvement, will possess a clear understanding of Corrisoft’s services and products, and support Corrisoft’s team-based approach to reducing recidivism as an “Alternative to Incarceration via Rehabilitation” (AIR).

Job Responsibilities

  • Develop and maintain a “Tier 1” knowledge of Corrisoft’s software and hardware solutions to confidently investigate, provide technical support and troubleshoot technical issues
  • Proactively promote Corrisoft solutions portfolio while developing and maintaining strong relationships with customers in compliance with Corrisoft policies, practices and procedures
    Utilize AIR Web and other tools in daily work processes to:

    • Proactively monitor AIR participants, follow protocols and other references to promote program compliance
    • Assist AIR users with navigation and optimization of Corrisoft’s solutions portfolio for their specific needs
    • Generate and analyze reports to identify viable options for various situations and make critical decisions
    • Handle at least 70-80% of customer inquiries / issues before finding it necessary to escalate to Tier 2 or others
    • Maintain a record of pertinent account information in CRM tool, including task assignments
  • Follow through on all customer inquiries / issues until closure to ensure customer satisfaction
  • Collaborate with ASAs and ASRs to meet customer needs, mitigate risk and ensure customer accounts are in good standing
  • Ensure policies and procedures promote effective and efficient operations
  • Manage and adjust time between inbound and initiating outbound calls while maintaining statistical phone requirements
  • Provide technical training and support via phone, email, online presentations, impromptu meetings, and in-person / on-location
  • Work with Shipping to ensure orders are correctly shipped and returned according to policy
  • Coordinate with Accounts Receivable and Account Executives to guarantee accurate and timely customer orders and invoicing
  • Cross train effectively with team members to ensure customer responsibilities are understood and service standards are met
  • Actively participant in training sessions, assignments and meetings to enhance knowledge and skills level
  • Represent Corrisoft at miscellaneous events and travel to improve service level with customers upon request
  • Ensure that teamwork and professionalism are an integral part of all activities
  • Perform miscellaneous other duties as requested

Skills and Abilities

  • Adept at providing technical support and troubleshooting technical issues via telephone
  • Accurately analyze data to make critical decisions and recommendations
  • Proactive and effective at problem-solving and decision-making
  • Excellent presentation, written and verbal communication skills
  • Resourceful to meet expectations and deadlines
  • Flexibility to work shifts, including weekends, after hours, and holidays as needed
  • Computer proficiency with Google and MS Office: Excel, PowerPoint and Word; others as warranted

Education and Experience

  • Minimum Associate Degree or equivalent work experience in the criminal justice or treatment field preferred
  • 2+ years work experience in customer service / account management with telephone-based customer interaction

Other

  • Valid driver’s license; must meet eligibility requirements to drive company vehicle
  • Travel up to 20%

Interested?

Click here to submit your resume for consideration