Job Description

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Job Purpose: Provides detailed, expert level technical support and problem resolution to customers (external & internal), for all company products and services. Interfaces regularly with internal departments and communicates with customers in support of Securus Technologies products & initiatives. Seen as strong subject matter experts and aid in facilitating the learning and technical mentoring of both Technical Support Technician I, and Technician II. Responsible for ensuring each problem escalated to them is addressed and resolved in a timely and precise manner.

Essential Duties:

  • Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing.
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