Monitoring Technical Support Specialist

Job Description

Job Description

Overview

BI is one of the leading technology companies in Boulder, Colorado and the largest provider of innovative electronic monitoring solutions in the United States. We excel at proving technological solutions to over 1,000 agencies nationwide and allowing those agencies to fulfill their missions without worrying about the technical complexities.

Responsibilities

Summary

Communicates via inbound and outbound phone calls with various law enforcement agency staff members, parolees, and community-based organizations and individuals. Responds to call types based upon contractual requirements. Uses web-based computer system for tracking, information gathering and documentation of calls.

Primary Duties and Responsibilities

• Communicates via inbound and outbound telephone calls with various law enforcement agency staff members, parolees, and community-based organizations and individuals in order to provide appropriate and accurate responses to inquiries and prompt and accurate resolution of issues.
• Responds to electronic monitoring (EM) and global positioning system (GPS) violations and alerts.
• Accurately documents all calls and updates parolee records in appropriate web-based computer systems.
• Escalates complaints and complex calls to management for follow up as necessary.
• Assists agency personnel and field technicians with installs and de-installs of EM and GPS equipment, including troubleshooting of equipment issues, date entry related to install or de-install, and confirmation of install by phone.
• Processes EM and GPS violations and alerts in a timely manner in compliance with contractual obligations.
• Conducts hourly calls to Parolees on alert status. Performs accurate data entry to document results of calls.
• Reviews and processes breathalyzer tests
• Responds to advanced troubleshooting calls for EM and GPS technical questions.
• Performs other duties as assigned.

Qualifications

Minimum Requirements

Working Conditions : Encountered on a regular basis as part of the work this job performs.