Customer Support Specialist Puerto Rico Full-Time

Track Group Inc., a global leader in the provision of advanced electronic monitoring and supervision solutions to the criminal justice/corrections market.  For over 27 years, we have been providing our global clients with the industry’s most reliable location tracking devices, complemented by flexible software, analytics, and app-driven monitoring solutions along with multi-levels of support services.  We have a proven record of success leveraging new tracking technologies to create valuable solutions for our customers and maximize investment returns for our shareholders.

Track Group designs and manufactures the industry’s leading portfolio of GPS tracking devices and alcohol monitoring systems and offers a variety of related software, services, networking solutions and monitoring applications. Our products and services are currently available worldwide and are sold through our direct sales force, as well as through value-added resellers. We provide our products and services to government customers on federal, state and local levels in the US and to international government entities as well. 

General Job Description: Customer Support Specialist (Puerto Rico)

A Customer Support Services (CSS) Representative handles a variety of customer service needs. This includes but is not limited to assisting with technical issues, answering inbound/outbound calls, assisting with orders and returns of equipment, distributing reports and creating and managing trouble tickets. The position requires communication with government officials and other similar individuals in the public safety/community supervision industry, and it is required that the CSS Representative have excellent interpersonal skills to help build effective customer relationships. They should be accommodating and courteous on the phone, while remaining task-oriented and proficient in problem solving. In doing so, they will need to pay significant attention to detail to ensure accuracy and efficiency in providing the utmost customer service.

Duties: 

·        Train new officers and social workers

·        Maintain adequate inventory for new enrollments and repairs, return nonfunctioning devices to

Track Group’s warehouse. (Through the normal RMA process)

·        Maintain logs of all lost devices and report them to Track Group

·        Place orders to ensure proper inventory levels to meet customers’ needs

·        Assist PSAJ/DCR to set up, activate and deactivate offender profiles

·        Assist PSAJ/DCR to complete schedules and GeoZones

·        Monitor offender profiles and their device performance, identify daily alerts and provide reports to PSAJ/DCR supervisors, review GeoZones for accuracy

·        Clean and test equipment for re-use

·        Provide reports to PSAJ/DCR program coordinators

·        Inventory levels

·        Daily Active count (number of offender’s active on the program)

·        Review Top Alarm Report for the week and notify PSAJ/DCR

·        Analysis of GPS data. Analyze data and provide information to PSAJ/DCR

·        Attend the subpoenas

 Supervisory Responsibilities:

 ·        None

 Competencies:

·        The candidate must be very detail-oriented, accurate and able to meet deadlines while performing multiple duties.

·         Additional skills and abilities include communication skills and interpersonal skills. 

·        Excellent phone and communication skills.

·        The employee will be working in a fast-paced environment.

·        The employee must be comfortable in performing data gathering and statistical analysis in MS Excel or equivalent programs.

·        This function may require travel to the Company’s various operations/locations.

·        The employee must be able to work collaboratively with multiple departments.

·        The employee must feel comfortable juggling several tasks simultaneously.

·        Excellent organizational, completion and time-management skills.

·        Ambitious and Efficient; works well in a fast-paced environment and is a quick learner.

·        Excellent Communication Skills (internally & externally) promoting teamwork and customer retention.

·        Customer service experience with technical support background preferred.

·        Possess an analytical and problem-solving mindset, with a focus on customer service and attention to detail.

·        Previous experience with Cellular/GPS technology preferred.

·        Technical/Computer Software Proficiency Required. This includes but is not limited to:

o   Microsoft Office

o   Google Chrome, Internet Explorer Etc.

o   Understanding troubleshooting technical/computer/cellular issues remotely.

o   Experience with IT ticketing systems is preferred.

·        High School Education or Equivalent Required.

·        Bilingual – Spanish Speaking (Required).

·        Organized and detail orientated.

• Generous amounts of time away from work to promote a healthy work-life balance. We offer unlimited paid vacation days in addition to observing 12 major holidays per year.
• Access to Medical, Dental and Vision insurances with a company contribution for you and any covered dependents.
• Life Insurance, Short-Term Disability Insurance and an Employee Assistance Program provided to you at the company’s expense.
• Ability to contribute to a company sponsored 401(k) retirement plan with a company match on your contributions.
• Opportunities for growth along our clearly defined Career Path, including mentorship and leadership development programs to help you achieve all of your professional goals.

Track Group Inc is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, age, religion or belief, marital status, pregnancy status, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Position: Hybrid/Remote. Reports to the courts/customer sites 5 days/week.

Physical Demands:

Adjusting or moving objects up to 20 pounds in all directions.

[ ] Never              [X] Occasionally                            [ ] Constantly

Communicating with others to exchange information.

[ ] Never              [ ] Occasionally                              [X] Constantly

Repeating motions that may include the wrists, hands and/or fingers.

[ ] Never              [ ] Occasionally                              [X] Constantly

Operating machinery and/or power tools.

[X] Never            [ ] Occasionally                              [ ] Constantly

Sedentary work that primarily involves sitting.

[ ] Never              [ ] Occasionally                              [X] Constantly

Sedentary work that primarily involves standing.

[ ] Never              [X] Occasionally                            [ ] Constantly

Light work that includes moving objects up to 20 pounds.

[ ] Never              [X] Occasionally                            [ ] Constantly

Medium work that includes moving objects up to 50 pounds.

[ ] Never              [X] Occasionally                            [ ] Constantly

Heavy work that includes moving objects up to 100 pounds or more.

[X] Never            [ ] Occasionally                              [ ] Constantly

This job description is not designed or intended to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee.  Duties, responsibilities and activities may change, or new ones may be assigned at any time by the company.