Monitors individuals for alerts related to specific geographical boundaries and time periods. - Communicates with Officers regarding critical alerts. - Communicates directly with individuals via telephone when instructed. - Provides inbound phone, web or email software support to resolve minor to complex client inquiries and problems effectively and efficiently. - Analyzes data reports, forms, and web technologies. - Responsibly communicates with all parties involved in issue resolution to meet ... more details
Description
Enterprise Supervision is looking for an Monitoring Center Representative who will monitor probationers that wear electronic monitoring (gps) ankle bracelets. This position is in-office / remote depending on location of hiring. Call Center hours are from 6:00am PST to 11:00pm PST 365 days a year. The shift hours typically range from 4-6 hours and support reps are scheduled up to 5 days each week. This position is an in-office position with the possibility for home-based work. It requires an environment conducive to monitoring sensitive information in a secure manner as well as conducting phone calls throughout a shift. Additionally, an internet connection capable of providing access to browser-based software is required. In the normal course of a shift, the support rep will report events to officers and interact with both officers and probationers regarding alerts. This active monitoring of critical events ensures timely reporting to officers. Additionally, the EM Support Representative will assist other support staff in providing software support for Tyler clients in the use, functionality, and understanding of our products and databases. Because of experienced product and domain knowledge, this position may be the first contact for escalated client issues and may focus on researching and resolving issues. The EM Support Representative is expected to continually grow and expand knowledge of the product.
· Monitors individuals for alerts related to specific geographical boundaries and time periods.
· Communicates with Officers regarding critical alerts.
· Communicates directly with individuals via telephone when instructed.
· Provides inbound phone, web or email software support to resolve minor to complex client inquiries and problems effectively and efficiently.
· Analyzes data reports, forms, and web technologies.
· Responsibly communicates with all parties involved in issue resolution to meet and manage client expectations.
· Uses Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
· Reports software issues to manager for resolution as needed.
· Contributes to company knowledge library and/or Tyler Community.
· May participate in User Group meetings and activities.
· Mentors new staff to ensure guidance is provided on an ongoing basis.
· Commits to expanding technological skills and knowledge of the Tyler products.
· Demonstrates awareness of and adherence to Company policies
· Ability to work independently as well as collaborate in a team as well as across functional groups.
· Ability to be effective in a fast-paced environment.
· Pass all Certifications and Background Checks as required to access Criminal Justice Information while assisting clients with support tickets.
