Job Information
SCRAM Systems GPS MONITORING REPRESENTATIVE (Temporary) in Littleton, Colorado
Job Summary:
LifeSafer/Scram Systems is looking for a GPS Monitoring Representative I to support our GPS Monitoring Center for service partners, courts, agencies, and clients.
Duties/Responsibilities:
Basic knowledge of SCRAM GPS product.
Assist customer with GPS equipment troubleshooting, maintenance and installation or removal questions.
Handle Monitoring Center Alert calls for GPS customers. Ensure tickets are accurately notated as to what actions occurred.
Making calls, suspending, and resolving multiple monitoring center alerts while maintaining compliance with all service level agreements.
Able to multi-task and remain proficient while handling multiple monitoring alerts for multiple clients.
Must have good technical knowledge and be able to communicate effectively to both understand issues and explain their solutions.
Able to work independently and recognize situations requiring intervention or additional investigation.
Return all VA DOC voicemails within 1 hour of receipt.
Escalate support calls to GMR II or GMR Senior, if necessary. Ability to provide steps taken to recreate or reproduce customer complaint prior to escalating.
Capture all customer interactions within a Salesforce case. Thoroughly document all problem descriptions, actions taken, communication provided, and any needed next steps.
Ability to work in application settings for versions and updates. Familiar with clearing cache and cookies.
Other duties as assigned.
Skills/Abilities:
Strong customer service and technical background
Strong analytical skills
Strong attention to detail
Ability to multi-task
Strong written and verbal communication skills to convey technical concepts
Possess strong interpersonal and customer interaction skills
Works well in a cross-functional team environment
Proficiency with Microsoft Office (Outlook, Excel, Word, PowerPoint)
Bilingual language is a plus
Education and Experience:
Bachelor’s degree preferred (pursuing or achieved)
High School Diploma or equivalent required
Level 1 Certification required upon employment
Previous Customer Service background preferred
Criminal Justice background preferred
Salesforce experience is a plus
SCRAM equipment experience is a plus
Physical Requirements (With or without reasonable accommodation):
Sitting: 100%
Fine Motor Movements: 100%
* All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran