Michael Martin
09-08-2004, 09:01 AM
The company I work for just posted its openings.
NSC Project Team Manager NSC (Texas) Mindy McClard
Minimum Qualifications: The applicant will demonstrate the following experience and abilities:
Knowledge of computer telephony, the telecommunication industry and industry jargon.
Experience in a technical support role – preferably supporting proprietary systems.
Working knowledge of DOS, Windows and UNIX operating systems.
Understanding of routers, hubs and networks (LANs and WANs).
Use of remote control software (Blast, pcAnywhere, Kermit95, Qtalk, etc).
Functionally literate in major applications (MS Word, MS Excel, Outlook, Visio, etc.).
Previous Project Management Experience
Training experience a plus
Key attributes will include:
Management/supervisory experience and skills with an emphasis on efficient use of resources.
A commitment to teamwork with peers, management, internal staff and field personnel.
A demonstrated ability to conduct projects and surveys to schedule.
A desire to gain knowledge coupled with sharing information, “spreading the knowledge”, an interest in training and participation in career development.
A desire and ability to communicate in an accurate and timely fashion with management and peers.
Table Management- Manager Valwood, TX Karyn Lohmeyer
Job Summary: Supervise, prioritize and coordinate activities of the table management staff. Recommend or initiate personnel actions such as hiring, promotions, transfers, discharges, disciplinary measures; train new and current employees. Provide reporting and statistics of daily activities. Define and document processes and procedures to obtain greater efficiency. Develop audit points to verify accuracy of table data. Manage and perform a variety of tasks including table updates, problem identification, situational analysis, ad-hoc reporting, revenue impact analysis, management reporting and internal auditing. Demonstrate exceptional communication and problem solving skills with a variety of internal and external customers including Billing, Accounting, NSC, Budget Connections and Partners. Must possess leadership and management skills and the ability to work in a rapidly changing environment, anticipating problems and providing proactive solutions.
Minimum Qualifications: 4 year College degree in business, accounting or computer science. 5-7 years industry experience in increasingly responsible management positions. 3 years experience in billing or table management for the telecom industry. Knowledge and experience with Windows and MS Office; advanced Excel skills. Knowledge and experience with at least two of the following: Access, SQL, Dbase. Knowledge of the following internal applications/platforms a plus: Phoenix Soft, Apropos, Xtreme Billing, Xtreme Validation, HEAT, JD Edwards, DCB, CPS, PIII , Telequip
System Engineer Valwood,TX Mack Khorrami
Job Summary: Maintain and manage Dell/EMC SAN and tape library. Build and maintain Servers (Windows Family and Linux.) Support all VPN / firewall issues. Support routing issues on all Cisco Routers, including configuration and deployment of all routers and related hardware / software. Maintain system and data center security. Design and maintain process and procedures for security and patch updates on all servers and hosts. Design and maintain all System security processes and procedures for the T-NETIX Network. Design and configure IOS Loads.
Minimum Qualifications: 5-12 years related work experience plus a 4 year degree. Must have Microsoft MCP in Windows 2k Server, Microsoft MCP in Network Essentials, Microsoft MCSE+I, RedHat Certification (RHCE), plus Cisco CCNA. Must also possess extensive experience in Dell/EMC SAN, strong UNIX knowledge, and extensive TCP/IP and firewall experience.
Switch Engineer Valwood, TX Lisa Ferner
Job Summary: Design program enhancements based upon functional specifications; Prepare estimates and establish schedules for analysis, programming, and project completion and implementation; System and Database performance analysis; Code, test and debug new programs and modifications to existing programs; Write technical documentation; Participate in peer reviews of documents prepared for the release of the product.
Minimum Qualifications: At least 5-8 years related work experience plus a 4 year degree. Basic industry knowledge. Must possess the following technical knowledge and skills: Windows 2000, C#, HTML, Voice XML, XML, .NET, SQL 2000, TCP/IP, T1, VolP, ISDN, Telephony Boards, Excel XC2000 Platform, Intel-based hardware architectures, hardware drives, PrePaid industry knowledge, Phoenix Soft CMS knowledge preferred.
Field Service Administration Supervisor NSC, TX Debbie Cates
Job Summary: Manage the day-to-day operations of all field Service Administrators. Responsible for management of all processes, systems, and personnel as they relate to the Field Service Administrators. Areas of management will include maintaining daily facility coverage for sties with on-site SA’s. Responsible for maintaining backup facility coverage plan when SA’s are out. Must be able to work with other T-NETIX departments to assure the administrative and technical needs of the facilities and SA’s are met through proper communication and event tracking ticket resolution. Handle inbound and outbound calls to and from SA’s, and facility personnel. Hiring, training, coaching, and mentoring of the Field Service Administrator team towards specific targeted goals by effective and consistent communication. Implementing procedures, where needed, to strengthen results and expected customer outcome in order to provide excellent customer service.
Minimum Qualifications: Excellent communication and follow-up skills and customer management experience. Ability to set realistic customer expectations and manage the support organization to meet those objectives. Management experience in managing 3 -20 employees remotely. Strong IT/Network background with technical proficiency and skills in T-NETIX Calling Platforms. BA/BS degree in business management/communications/computer science or equivalent work experience. Strong MS Office skills, background in telephony highly preferred. Willing to travel as required.
Materials Manager Valwood,TX Jeff Leonard
Position Summary: Responsible for managing Strategic Sourcing, Vendor Relations, Inventory Management, Shipping and Receiving, RMA, Accounting Interface and Purchasing Administration.
Principal Responsibilities
Maintain inventory of capitalized equipment for use with new installations, upgrades and RMA functions. Replenish inventory to support production schedules, current supply, customer orders, and forecast. Inventory control – Cycle Counting, Inventory Maintenance, Reconciliations, Transfers, Inventory Control Record Keeping,
Responsible for Remote Inventory Management.
Approve invoices before payment; maintain records of consignment inventories and direct shipments.
Manages the ordering, approvals and payments for Vox files.
Provide for Strategic Sourcing, responsible for supplier sourcing of items and commodities, supplier contracts and negotiations, supplier assessments and evaluations, and other standard purchasing practices. Plan and schedule raw materials for products built.
Control warehouse activities to ensure efficient and economical utilization of facilities.
Direct and schedule department functions to ensure prompt delivery of merchandise.
Manage the day-to-day operation of logistics in compliance with established policies and procedures.
Participate in developing, interpreting and implementing policies and procedures for the organization.
Manage procurement for all equipment going into inventory. Ensure delivery schedules are sent to all necessary suppliers on time. Manage Purchase Order creation for Equipment ordering from OEM Suppliers.
Identify training needs and develop a training plan for each employee in the group; approve all training for new and existing employees.
Manage De-install Equipment Return for refurbishment or Scrap. Ensure capitalized equipment is ready for re-issue or RMA support.
Other duties as assigned.
Dispatch Analyst NSC, TX Dick Stadler
Job Summary: Responsible for receiving, scheduling, coordinating and communicating all planned and unplanned request for service. Work within a small team environment and be responsible producing reports and analysis on all data relating to the costs associated with all planned and unplanned dispatch related events. Work with internal and external company employees to schedule technicians, contractors, and installers for preventative maintenance inspections, site audits site surveys and any additional service work that may be necessary. Responsible for tracking, documenting, and coordinating RMAs. Requires someone with strong verbal and written communication skills, who can proactively identify needs and who possess the ability to recommend solutions to issues. Requires the individual to work on call as scheduled.
Major Responsibilities: Strong written and verbal communication skills, strong analytical skills, ability to work within a team environment, ability to work in a stressful environment, strong follow-up skills, competency in MS Office products, Associates degree or technical college degree preferred, telephony and software trouble shooting experience, and strong work ethic.
RFP Coordinator Valwood, TX Minnie Walker
Job Summary: Responsible for responding to complex Requests for Proposals issued by government agencies. The Coordinator will manage response timeline; write responses, including input from various technical, sales, and financial team members. Also be responsible for working directly with various partners to respond to RFP’s. Ultimately responsible for ensuring that all proposals meet quality standards and schedule requirements. Will utilize boilerplate templates and document styles to produce polished proposals.
Minimum Qualifications: Excellent Oral & Written Communication Skills; BA/BS in Marketing, Business or Communications; Experience in government RFP response writing; Strong organizational and planning skills; Project Management Experience; Ability to work well under pressure in a deadline driven department; Expert in MS Word, Proficient in Excel, Project Management and other MS Suite Software.
Lead Service Administrator Remote Willie Grant Jr.
4 Positions: Arizona
Texas
Massachusetts
Virginia
Major Responsibilities: Assist management with communication and directions for employees in your region. Must demonstrate the ability to mentor and train personnel. Assist with monitoring attendance and coordinating coverage for facilities, if needed. Recognize and implement processes and procedures for continual improvement.
Minimum Qualifications: At least one year of experience providing customer service to various audiences associated within the correctional facilities and T-NETIX departments. Excellent communication and organizational skills. Must have a strong knowledge of various computer hardware, software, and telephony equipment and systems in correctional facilities. The ability to work with management, internal and external customers at a high level. Able to think independently and make sound decisions to assist or recommended to management.
Customer Service Representative NSC, TX Travis Marshall
2 Positions
Minimum Qualifications: The applicant will be able to demonstrate computer literacy, effective phone communication and time management (an ability to work by the clock!). Specific customer service skills will include at least one year’s verifiable experience in a busy call center environment and the candidate will be prepared, first and foremost, to assist callers by opening and closing trouble tickets in an industry-standard event ticketing system. The ability to consistently document their work will be enhanced by basic technical skills that are required and include familiarity with MS Windows and/or MS DOS or UNIX environments as well as the ability to use MS Office. It will be necessary for the candidate to undergo a pre-hire skill assessment test that will help indicate any other areas of appropriate experience such as knowledge of network systems. The candidate must be prepared to work flexible hours and their customer service and technical skills may be utilized in either of the following team areas:
Job Control representative: Responsible for taking inbound trouble reports, creating and reassigning trouble tickets and following up to ensure that the tickets are resolved within established company and contractual guidelines. Major responsibilities include managing calls and tickets in a timely manner, pursuing resolution of trouble tickets that are approaching non-compliance status with the platform technicians to whom they were assigned, providing customer support and follow up (that meets or exceeds the customers’ expectations) while maintaining positive customer relations and working within a team.
Platform technician: Utilizes customer support skills with a focus on technical diagnostics and troubleshooting of remote telecommunication site equipment and ancillary products. These technicians require knowledge of networking, remote control software, at least A+ knowledge of PC hardware and familiarity with working in MS Windows, MS DOS and UNIX environments. These technicians will be trained in and develop specific platform knowledge of the proprietary software and hardware utilized
Regional Operations Manager Remote Alice Mazzetti
5 Positions: Southeast
Central
Northeast
South
West
Job Summary: Responsible for all aspects of customer service, technical support, and communication in a geographic territory. All Customer Support Manager and Technical Support Coordinators in the designated region will report to this position.
Major Responsibilities: Design and implement Customer Service Plan (in conjunction with Sales team), Escalations support utilizing contacts throughout the Company, Repair and Maintenance Expense Control, Field Inventory Control, Interdepartmental communication, Resource utilization analysis, Partner relations, Sales support and communication, High level customer and communication, Measurement and tracking skills/tools utilization, Process review for continual improvement, Quarterly meeting in Dallas, Additional travel required for customer visits and personnel visits.
Minimum Qualifications: Bachelor’s degree, strong leadership skills, 5 years of Management experience, correctional industry telephone experience would be an asset, excellent oral and written communication skills, listening skills, and presentation/public speaking experience, need to be a self-starter and a team player with strong analytical mind and business acumen, ability to adapt to changing priorities and meet deadlines, ability to work and think independently and apply sound judgment in day to day operating decisions, strong process analysis skills, excellent supervisory and management skills, ability to manage multiple tasks, organizational and project management skills, experience in wiring and effective executing business plans in a timely manner, strong interpersonal skills, well developed customer relation skills, ability to work well with the senior management team and relate objectives to staff, and proficiency in MS Office applications, particularly creating and manipulating projects in MS Project.
Technical Support Coordinator Remote Dick Stadler
1 Position: New England: New Hampshire, Massachusetts, Maine region
Job Summary: Candidate must demonstrate knowledge and ability to use computers. Must have basic knowledge of telecommunications. Must demonstrate the ability to diagnose and resolve issues. Must be able to troubleshoot computer hardware and software remotely and on site. Must be able to communicate and make accurate technical decisions under stressful conditions. Candidate should have a minimum of 1 year telephony experience. Must demonstrate knowledge and ability to train personnel. Must demonstrate knowledge and ability to resolve called party concerns and inmate complaints
Major Responsibilities:
Prioritize customer support efforts using the ticket system.
Coordinate resolution of customer problems.
Provide “proactive” quality control services.
Provide customer satisfaction to external and internal customers, associated with T-NETIX, our partners, and correctional facilities.
Control and reduce outstanding RMA’s following current process. Provide required reports in a timely fashion.
Must be available 24/7 unless pre-approved time off has been granted.
Must be willing and able to travel anywhere within the region at a moments notice.
Must be willing to travel to other areas/regions if needed and pre-planned.
Proficient in Outlook Office products
Minimum Qualifications:
High School diploma, preferably technical school diploma or degree.
Excellent communication skills
Customer Service Experience
Must work well under pressure/time lines
Pleasant attitude and professional appearance
Customer Support Manager Remote Jerry Duke
1 Position VA, NC, SC: Reside in VA
Job Summary: Maintain and execute on customer service support strategies that include the following initiatives: on-going customer retention, site maintenances (both proactive and reactive), product upgrades and replacement as requested ,project management, area and departmental cost reductions, build area efficiencies and cross departmental partnership and alignments, site and employee training and development. Maintain a high level of product and platform knowledge, define a customers training needs and planning the training accordingly. Deliver knowledge to product users with various levels of technical understanding. Following up with customers, providing additional information, identifying specific user problems, and forwarding information to QA and Product development.
Minimum Qualifications: Excellent communication skills and customer management experience. Ability to set realistic customer expectations and manage the support organization to meet those objectives. Management experience in managing teams of 3 – 20 employees remotely. Strong IT/Network background with technical proficiency and skills in T-NETIX calling platforms. BA/BS degree in business management / communications / computer science or equivalent work experience. Background in telephony highly preferred. Two years experience in delivering training to employees and customers to meet departmental and company objectives
Service Administrator Remote Debbie Cates,Lisa Hunter
1 Part-time Position: Yuma, AZ
3 Full-time Positions: Trenton, NJ
Yardville, NJ
Hagerstown, MD
Major Responsibilities: Provide customer service to various audiences associated within the correctional facilities and T-NETIX departments. Resolve inmate and called-party concerns promptly, and assisting in training personnel to the Inmate Calling System. Maintain computer hardware, software, and telephony equipment and systems in correctional facilities. Insure data integrity, completion of internal documents and management of inmate calling records.
Minimum Qualifications: Familiar with standard computerized applications, will train on specifics. Familiar with MS Windows use and application, will train on specifics. The ability to effectively communicate with internal and external customers at a high level. Available on-site 40 hours per week, facility hours agreed to 8:00am – 5:00pm, changes to be determined. Reliable transportation is required.
Please, let us know specifically which position you are interested in.
For all positions, please forward your application and resume to opportunities@t-netix.com or fax to 972-280-0432.
NSC Project Team Manager NSC (Texas) Mindy McClard
Minimum Qualifications: The applicant will demonstrate the following experience and abilities:
Knowledge of computer telephony, the telecommunication industry and industry jargon.
Experience in a technical support role – preferably supporting proprietary systems.
Working knowledge of DOS, Windows and UNIX operating systems.
Understanding of routers, hubs and networks (LANs and WANs).
Use of remote control software (Blast, pcAnywhere, Kermit95, Qtalk, etc).
Functionally literate in major applications (MS Word, MS Excel, Outlook, Visio, etc.).
Previous Project Management Experience
Training experience a plus
Key attributes will include:
Management/supervisory experience and skills with an emphasis on efficient use of resources.
A commitment to teamwork with peers, management, internal staff and field personnel.
A demonstrated ability to conduct projects and surveys to schedule.
A desire to gain knowledge coupled with sharing information, “spreading the knowledge”, an interest in training and participation in career development.
A desire and ability to communicate in an accurate and timely fashion with management and peers.
Table Management- Manager Valwood, TX Karyn Lohmeyer
Job Summary: Supervise, prioritize and coordinate activities of the table management staff. Recommend or initiate personnel actions such as hiring, promotions, transfers, discharges, disciplinary measures; train new and current employees. Provide reporting and statistics of daily activities. Define and document processes and procedures to obtain greater efficiency. Develop audit points to verify accuracy of table data. Manage and perform a variety of tasks including table updates, problem identification, situational analysis, ad-hoc reporting, revenue impact analysis, management reporting and internal auditing. Demonstrate exceptional communication and problem solving skills with a variety of internal and external customers including Billing, Accounting, NSC, Budget Connections and Partners. Must possess leadership and management skills and the ability to work in a rapidly changing environment, anticipating problems and providing proactive solutions.
Minimum Qualifications: 4 year College degree in business, accounting or computer science. 5-7 years industry experience in increasingly responsible management positions. 3 years experience in billing or table management for the telecom industry. Knowledge and experience with Windows and MS Office; advanced Excel skills. Knowledge and experience with at least two of the following: Access, SQL, Dbase. Knowledge of the following internal applications/platforms a plus: Phoenix Soft, Apropos, Xtreme Billing, Xtreme Validation, HEAT, JD Edwards, DCB, CPS, PIII , Telequip
System Engineer Valwood,TX Mack Khorrami
Job Summary: Maintain and manage Dell/EMC SAN and tape library. Build and maintain Servers (Windows Family and Linux.) Support all VPN / firewall issues. Support routing issues on all Cisco Routers, including configuration and deployment of all routers and related hardware / software. Maintain system and data center security. Design and maintain process and procedures for security and patch updates on all servers and hosts. Design and maintain all System security processes and procedures for the T-NETIX Network. Design and configure IOS Loads.
Minimum Qualifications: 5-12 years related work experience plus a 4 year degree. Must have Microsoft MCP in Windows 2k Server, Microsoft MCP in Network Essentials, Microsoft MCSE+I, RedHat Certification (RHCE), plus Cisco CCNA. Must also possess extensive experience in Dell/EMC SAN, strong UNIX knowledge, and extensive TCP/IP and firewall experience.
Switch Engineer Valwood, TX Lisa Ferner
Job Summary: Design program enhancements based upon functional specifications; Prepare estimates and establish schedules for analysis, programming, and project completion and implementation; System and Database performance analysis; Code, test and debug new programs and modifications to existing programs; Write technical documentation; Participate in peer reviews of documents prepared for the release of the product.
Minimum Qualifications: At least 5-8 years related work experience plus a 4 year degree. Basic industry knowledge. Must possess the following technical knowledge and skills: Windows 2000, C#, HTML, Voice XML, XML, .NET, SQL 2000, TCP/IP, T1, VolP, ISDN, Telephony Boards, Excel XC2000 Platform, Intel-based hardware architectures, hardware drives, PrePaid industry knowledge, Phoenix Soft CMS knowledge preferred.
Field Service Administration Supervisor NSC, TX Debbie Cates
Job Summary: Manage the day-to-day operations of all field Service Administrators. Responsible for management of all processes, systems, and personnel as they relate to the Field Service Administrators. Areas of management will include maintaining daily facility coverage for sties with on-site SA’s. Responsible for maintaining backup facility coverage plan when SA’s are out. Must be able to work with other T-NETIX departments to assure the administrative and technical needs of the facilities and SA’s are met through proper communication and event tracking ticket resolution. Handle inbound and outbound calls to and from SA’s, and facility personnel. Hiring, training, coaching, and mentoring of the Field Service Administrator team towards specific targeted goals by effective and consistent communication. Implementing procedures, where needed, to strengthen results and expected customer outcome in order to provide excellent customer service.
Minimum Qualifications: Excellent communication and follow-up skills and customer management experience. Ability to set realistic customer expectations and manage the support organization to meet those objectives. Management experience in managing 3 -20 employees remotely. Strong IT/Network background with technical proficiency and skills in T-NETIX Calling Platforms. BA/BS degree in business management/communications/computer science or equivalent work experience. Strong MS Office skills, background in telephony highly preferred. Willing to travel as required.
Materials Manager Valwood,TX Jeff Leonard
Position Summary: Responsible for managing Strategic Sourcing, Vendor Relations, Inventory Management, Shipping and Receiving, RMA, Accounting Interface and Purchasing Administration.
Principal Responsibilities
Maintain inventory of capitalized equipment for use with new installations, upgrades and RMA functions. Replenish inventory to support production schedules, current supply, customer orders, and forecast. Inventory control – Cycle Counting, Inventory Maintenance, Reconciliations, Transfers, Inventory Control Record Keeping,
Responsible for Remote Inventory Management.
Approve invoices before payment; maintain records of consignment inventories and direct shipments.
Manages the ordering, approvals and payments for Vox files.
Provide for Strategic Sourcing, responsible for supplier sourcing of items and commodities, supplier contracts and negotiations, supplier assessments and evaluations, and other standard purchasing practices. Plan and schedule raw materials for products built.
Control warehouse activities to ensure efficient and economical utilization of facilities.
Direct and schedule department functions to ensure prompt delivery of merchandise.
Manage the day-to-day operation of logistics in compliance with established policies and procedures.
Participate in developing, interpreting and implementing policies and procedures for the organization.
Manage procurement for all equipment going into inventory. Ensure delivery schedules are sent to all necessary suppliers on time. Manage Purchase Order creation for Equipment ordering from OEM Suppliers.
Identify training needs and develop a training plan for each employee in the group; approve all training for new and existing employees.
Manage De-install Equipment Return for refurbishment or Scrap. Ensure capitalized equipment is ready for re-issue or RMA support.
Other duties as assigned.
Dispatch Analyst NSC, TX Dick Stadler
Job Summary: Responsible for receiving, scheduling, coordinating and communicating all planned and unplanned request for service. Work within a small team environment and be responsible producing reports and analysis on all data relating to the costs associated with all planned and unplanned dispatch related events. Work with internal and external company employees to schedule technicians, contractors, and installers for preventative maintenance inspections, site audits site surveys and any additional service work that may be necessary. Responsible for tracking, documenting, and coordinating RMAs. Requires someone with strong verbal and written communication skills, who can proactively identify needs and who possess the ability to recommend solutions to issues. Requires the individual to work on call as scheduled.
Major Responsibilities: Strong written and verbal communication skills, strong analytical skills, ability to work within a team environment, ability to work in a stressful environment, strong follow-up skills, competency in MS Office products, Associates degree or technical college degree preferred, telephony and software trouble shooting experience, and strong work ethic.
RFP Coordinator Valwood, TX Minnie Walker
Job Summary: Responsible for responding to complex Requests for Proposals issued by government agencies. The Coordinator will manage response timeline; write responses, including input from various technical, sales, and financial team members. Also be responsible for working directly with various partners to respond to RFP’s. Ultimately responsible for ensuring that all proposals meet quality standards and schedule requirements. Will utilize boilerplate templates and document styles to produce polished proposals.
Minimum Qualifications: Excellent Oral & Written Communication Skills; BA/BS in Marketing, Business or Communications; Experience in government RFP response writing; Strong organizational and planning skills; Project Management Experience; Ability to work well under pressure in a deadline driven department; Expert in MS Word, Proficient in Excel, Project Management and other MS Suite Software.
Lead Service Administrator Remote Willie Grant Jr.
4 Positions: Arizona
Texas
Massachusetts
Virginia
Major Responsibilities: Assist management with communication and directions for employees in your region. Must demonstrate the ability to mentor and train personnel. Assist with monitoring attendance and coordinating coverage for facilities, if needed. Recognize and implement processes and procedures for continual improvement.
Minimum Qualifications: At least one year of experience providing customer service to various audiences associated within the correctional facilities and T-NETIX departments. Excellent communication and organizational skills. Must have a strong knowledge of various computer hardware, software, and telephony equipment and systems in correctional facilities. The ability to work with management, internal and external customers at a high level. Able to think independently and make sound decisions to assist or recommended to management.
Customer Service Representative NSC, TX Travis Marshall
2 Positions
Minimum Qualifications: The applicant will be able to demonstrate computer literacy, effective phone communication and time management (an ability to work by the clock!). Specific customer service skills will include at least one year’s verifiable experience in a busy call center environment and the candidate will be prepared, first and foremost, to assist callers by opening and closing trouble tickets in an industry-standard event ticketing system. The ability to consistently document their work will be enhanced by basic technical skills that are required and include familiarity with MS Windows and/or MS DOS or UNIX environments as well as the ability to use MS Office. It will be necessary for the candidate to undergo a pre-hire skill assessment test that will help indicate any other areas of appropriate experience such as knowledge of network systems. The candidate must be prepared to work flexible hours and their customer service and technical skills may be utilized in either of the following team areas:
Job Control representative: Responsible for taking inbound trouble reports, creating and reassigning trouble tickets and following up to ensure that the tickets are resolved within established company and contractual guidelines. Major responsibilities include managing calls and tickets in a timely manner, pursuing resolution of trouble tickets that are approaching non-compliance status with the platform technicians to whom they were assigned, providing customer support and follow up (that meets or exceeds the customers’ expectations) while maintaining positive customer relations and working within a team.
Platform technician: Utilizes customer support skills with a focus on technical diagnostics and troubleshooting of remote telecommunication site equipment and ancillary products. These technicians require knowledge of networking, remote control software, at least A+ knowledge of PC hardware and familiarity with working in MS Windows, MS DOS and UNIX environments. These technicians will be trained in and develop specific platform knowledge of the proprietary software and hardware utilized
Regional Operations Manager Remote Alice Mazzetti
5 Positions: Southeast
Central
Northeast
South
West
Job Summary: Responsible for all aspects of customer service, technical support, and communication in a geographic territory. All Customer Support Manager and Technical Support Coordinators in the designated region will report to this position.
Major Responsibilities: Design and implement Customer Service Plan (in conjunction with Sales team), Escalations support utilizing contacts throughout the Company, Repair and Maintenance Expense Control, Field Inventory Control, Interdepartmental communication, Resource utilization analysis, Partner relations, Sales support and communication, High level customer and communication, Measurement and tracking skills/tools utilization, Process review for continual improvement, Quarterly meeting in Dallas, Additional travel required for customer visits and personnel visits.
Minimum Qualifications: Bachelor’s degree, strong leadership skills, 5 years of Management experience, correctional industry telephone experience would be an asset, excellent oral and written communication skills, listening skills, and presentation/public speaking experience, need to be a self-starter and a team player with strong analytical mind and business acumen, ability to adapt to changing priorities and meet deadlines, ability to work and think independently and apply sound judgment in day to day operating decisions, strong process analysis skills, excellent supervisory and management skills, ability to manage multiple tasks, organizational and project management skills, experience in wiring and effective executing business plans in a timely manner, strong interpersonal skills, well developed customer relation skills, ability to work well with the senior management team and relate objectives to staff, and proficiency in MS Office applications, particularly creating and manipulating projects in MS Project.
Technical Support Coordinator Remote Dick Stadler
1 Position: New England: New Hampshire, Massachusetts, Maine region
Job Summary: Candidate must demonstrate knowledge and ability to use computers. Must have basic knowledge of telecommunications. Must demonstrate the ability to diagnose and resolve issues. Must be able to troubleshoot computer hardware and software remotely and on site. Must be able to communicate and make accurate technical decisions under stressful conditions. Candidate should have a minimum of 1 year telephony experience. Must demonstrate knowledge and ability to train personnel. Must demonstrate knowledge and ability to resolve called party concerns and inmate complaints
Major Responsibilities:
Prioritize customer support efforts using the ticket system.
Coordinate resolution of customer problems.
Provide “proactive” quality control services.
Provide customer satisfaction to external and internal customers, associated with T-NETIX, our partners, and correctional facilities.
Control and reduce outstanding RMA’s following current process. Provide required reports in a timely fashion.
Must be available 24/7 unless pre-approved time off has been granted.
Must be willing and able to travel anywhere within the region at a moments notice.
Must be willing to travel to other areas/regions if needed and pre-planned.
Proficient in Outlook Office products
Minimum Qualifications:
High School diploma, preferably technical school diploma or degree.
Excellent communication skills
Customer Service Experience
Must work well under pressure/time lines
Pleasant attitude and professional appearance
Customer Support Manager Remote Jerry Duke
1 Position VA, NC, SC: Reside in VA
Job Summary: Maintain and execute on customer service support strategies that include the following initiatives: on-going customer retention, site maintenances (both proactive and reactive), product upgrades and replacement as requested ,project management, area and departmental cost reductions, build area efficiencies and cross departmental partnership and alignments, site and employee training and development. Maintain a high level of product and platform knowledge, define a customers training needs and planning the training accordingly. Deliver knowledge to product users with various levels of technical understanding. Following up with customers, providing additional information, identifying specific user problems, and forwarding information to QA and Product development.
Minimum Qualifications: Excellent communication skills and customer management experience. Ability to set realistic customer expectations and manage the support organization to meet those objectives. Management experience in managing teams of 3 – 20 employees remotely. Strong IT/Network background with technical proficiency and skills in T-NETIX calling platforms. BA/BS degree in business management / communications / computer science or equivalent work experience. Background in telephony highly preferred. Two years experience in delivering training to employees and customers to meet departmental and company objectives
Service Administrator Remote Debbie Cates,Lisa Hunter
1 Part-time Position: Yuma, AZ
3 Full-time Positions: Trenton, NJ
Yardville, NJ
Hagerstown, MD
Major Responsibilities: Provide customer service to various audiences associated within the correctional facilities and T-NETIX departments. Resolve inmate and called-party concerns promptly, and assisting in training personnel to the Inmate Calling System. Maintain computer hardware, software, and telephony equipment and systems in correctional facilities. Insure data integrity, completion of internal documents and management of inmate calling records.
Minimum Qualifications: Familiar with standard computerized applications, will train on specifics. Familiar with MS Windows use and application, will train on specifics. The ability to effectively communicate with internal and external customers at a high level. Available on-site 40 hours per week, facility hours agreed to 8:00am – 5:00pm, changes to be determined. Reliable transportation is required.
Please, let us know specifically which position you are interested in.
For all positions, please forward your application and resume to opportunities@t-netix.com or fax to 972-280-0432.