Customer Support Services Representative

Track Group, Inc; Naperville (IL); Hybrid; USD 40,000 - 54,000; Full time

Job summary

Track Group Inc. in Naperville, IL, is seeking a hands-on Customer Support Services Representative to join the Customer Service Team reporting to the Director of Account Management.

The role involves assisting with technical issues, handling calls, processing orders and returns, and managing trouble tickets to support government and public-safety clients. Ideal candidates have strong interpersonal and problem-solving skills, experience with IT ticketing systems, and the ability to work closely

Qualifications

• High school diploma or equivalent required.
• Excellent interpersonal skills and problem solving.
• Experience handling IT tickets and software/hardware issues.

Responsibilities

• Identify, troubleshoot, and resolve customer issues related to hardware and software via phone or email.
• Manage customer trouble tickets from start to finish with timely updates.
• Produce, review, and distribute reports for current customers as required.
• Assist Logistics and process RMAs and returns when needed.
• Attend meetings and work with technicians to maintain knowledge and customer satisfaction.

Skills

Interpersonal skills

Problem solving

Technical support

Communication

Bilingual Spanish

Education

High school diploma or equivalent

Tools

IT ticketing systems

Microsoft Office

Google Chrome/IE

Job description

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 Services Representative

A key member of the Customer Service Team, the Customer Support Services Representative, will report to the Director of Account Management and perform general customer service functions. This position is located at our Naperville IL office and is a hands-on customer service position.

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. Should be accommodating and courteous on the phone, while remaining task-oriented and proficient in problem solving. In doing so, we will need to pay significant attention to detail to ensure accuracy and efficiency in providing the utmost customer service.

Duties:

• Identify, troubleshoot, and resolve customer issues and concerns regarding hardware, software and other general subjects; escal... This will be done in a timely manner via telephone or e-mail and may occasionally involve on-site assistance.
• Manage customer trouble tickets from start to finish, while consistently maintaining communication between the customer and appropriate Track Group staff.
• Produce, review, and distribute various reports for current customers within the required timeframes on a daily/weekly/monthly basis dependent on the customers’ needs.
• Demonstrate and maintain a positive and professional attitude, actions and attire that promote confidence in Track Group products and services both internally and externally.
• Assist the Logistics Administrator when necessary. This includes but is not limited to reporting and assisting with “Lost” equipment, assisting with entering customer’s orders, assisting with and processing Return of Merchandise Authorizations (RMA) and aiding in the evaluation of ordered/returned equipment.
• Attend and participate in ongoing scheduled meetings and training sessions. Consistently work in tandem with software and hardware technicians to maintain role knowledge and customer satisfaction.
• Flexibility to constantly evolving business demands and projects.
• Commitment to ensuring the team succeeds with all tasks, updates, duties, and projects; as well as a willingness to help team members in need.
• Keep team and supervisor informed of new trends, issues, and suggestions for improvement within the scope of the position.

Supervisory Responsibilities:

• None
• 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:
  • Microsoft Office
  • Google Chrome, Internet Explorer Etc.
  • Understanding troubleshooting technical/computer/cellular issues remotely.
  • Experience with IT ticketing systems is preferred.
• High School Education or Equivalent Required.
• Bilingual – Spanish Speaking (optional).
• Organized and detail orientated.

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.

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. 41 CFR 60-1.35(c)

Position: Hybrid/Remote, Position reports to the Naperville, Illinois office three days/week.