Field Service Client Administrator - Walla Walla, United States - Aventiv Technologies, LLC

Aventiv Technologies, LLC Walla Walla, United States

1 week ago

Description

Welcome to Aventiv Please watch this brief video to find out if this is the place you want to
Associate Referral Reward Eligible

Job Purpose:

The role of the Field Service Client Administrator (FSCA) is to develop a trusted advisor relationship with facility staff members.

To establish him or herself as the point of contact for managing the day-to-day services and support needs of their assigned area and seek to improve customer loyalty and satisfaction.

Provide quality and timely customer service to various audiences associated with correctional facilities, Securus personnel and partners. Perform minor maintenance and repair on kiosks, telecommunication equipment, associated computers, networking, and electronic equipment. Ensure data integrity and proper system functionality of all Securus onsite products.

Essential DutiesPrimary representative between on-site facility personnel, Account Management & other Aventiv personnelResearch issues reported by Agency staff members with the purpose of achieving resolution or escalation to the appropriate departmentAssist, monitor and or issue escalations as needed with other internal departments.

Communicate internally all client requests and issues to facilitate resolutionOpen, address, resolve and track heat tickets and advise customer and Aventiv Personnel of service affecting issuesRequired to maintain partnership and regular communication with Account ManagementMaintain a high level of client satisfaction through outstanding customer service and support.

Required to attend onsite meetings as designated by facility leadershipPerform basic Technical Support functions (password resets and handouts, user set up, etc...) and basic product training as needed or requested by the customer.

Travel to neighboring facilities within an assigned region sometimes with minimal lead time as a backup.
Assist Tech Support in the maintenance of computer hardware, software and other equipment by providing troubleshooting resultsPerform Kiosk maintenance (keyboard, USB replacement, camera adjustment, etc.)

Oversee rollout of services for newly acquired clients to align both parties' interestsManages and maintains assigned company inventories and assets (tablets, accessories, tools, parts inventory, laptop etc.)Distribute tablets and accessories to approved incarcerated individualsCollect and track customer statistics and trends that may assist in determining future account behavior and opportunities.

Understanding systems, training and support needs for assigned client base & referring them to our Account Manager and internal Customer Training as needed.

Perform other duties as assigned.

Knowledge, Skills and AbilitiesExcellent oral and written communication & presentation skillsAbility to communicate with co-workers and business contacts in a courteous and professional manner.

Ability to develop ongoing rapport with clients and consumers and obtain relevant informationAbility to work under pressure, to meet deadlines, to deal positively with rejection and conflicts as well as negative feelings of products.

Strong relationship management skillsProven ability to manage multiple projects at a time while paying strict attention to detailHigh degree of problem solving, conflict resolutions and negotiation skills for both external and internal customersDemonstrated ability to communicate, present and influence effectively at all levels of the organization, including executive and C-levelMust be able to work in a fast-paced environment where problem resolution times are measured in hours.

Strong data/information analysis and integration skills.
Ability to effectively manage time and information with minimal supervision.
Excellent organizational and time management abilitiesAbility to identify, prioritize and respond to multiple and conflicting tasks.

Ability to quickly adapt to changeFlexible and enthusiastic to learn new skills and problem solve solutionsUses small hand tools to make kiosk and/or video visitation repairsAbility to travel up to 1 week with 2 weeks' notice.

Proven ability to successfully draft and execute strategic account plans.
Must exhibit all the company's cultural attributesMinimum QualificationsHigh School education or equivalent.
Ability to travel from facility to facility.
Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technologyAbility to work well in an energized, fast paced, entrepreneurial, and collaborative environmentPreferred QualificationsRelevant work experience in a technology or telecommunications industry (preferred)Experience working on or part of a client relations teamPhysical RequirementsWhile performing the duties of this job, the employee is regularly required to:

stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.

Occasionally may need to reach, stoop, or kneel.

Salary and Benefits:
At Aventiv Technologies, our salary and benefits are designed to fit you as a whole person.

We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.$ $21.

65/per hourHealth Insurance401(k)

DisabilityLife InsurancePaid Time OffVoluntary BenefitsAventiv Privacy Employment Policy:
Aventiv is proud to be an equal opportunity employer.

All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination.

We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

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