Monitoring Tech Support Specialist - Bilingual Spanish - The GEO Group

Full-time employees will enjoy a competitive benefits package with options for you and your family including:

Equal Opportunity Employer

Are you looking for a career you can feel good about? We hire only those that strive to do their best. By joining our family, you'll receive the honor and recognition that comes with working for the industry's global leader in evidenced based rehabilitation.

Who We Are:

GEO provides complementary, turnkey solutions for numerous government partners worldwide across a spectrum of diversified correctional and community reentry services. From the development of state-of-the-art facilities and the provision of management services and evidence-based rehabilitation to the post-release reintegration and supervision of individuals in the community, GEO offers fully diversified, cost-effective services that deliver enhanced quality and improved outcomes.

Why Work for GEO:

• At GEO, we believe that diversity in our workforce and the inclusion of a variety of views, perspectives, and backgrounds are integral parts of our company's success.
•  We believe that work is more than a place you go every day. It is about being inspired and motivated to achieve extraordinary things.
• Employee benefits play an important role in making The GEO Group a great place to work. At GEO, we believe in the three pillars of employee wellbeing: physical, emotional, and financial. With comprehensive benefits and competitive wages, we trust that you will find all the resources you need here to be successful.

Minimum Requirements

• High School Diploma or GED required.
• At least two (2) years’ experience in an information technology support/helpdesk role preferred.
• Bilingual English/Spanish required.
• Ability to pass a federal background check and obtain a suitability determination required.
• United States citizenship required.
• Must live in the US 3 of the last 5 years (military and study abroad included)
• Proficiency in Microsoft Word and Excel.
• Basic knowledge of hardware and software platforms and the ability to acquire solid knowledge of Company electronic monitoring products quickly.
• Intermediate level IT and troubleshooting skills.
• Strong oral and written communication skills in both English and Spanish.
• Ability to communicate technical concepts to a non-technical audience.
• Flexibility in handling special projects and assignments.
• Must be self-motivated with the ability to work independently.
• Strong ability to diagnose, analyze, troubleshoot and resolve technical issues.
• Ability to provide technical mentoring to peers.
• Ability to meet deadlines and prioritize appropriately.
• Ability to work with computers and the necessary software typically used by the department.

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

• Call center environment.
• Ability to work varying hours and days as necessary.
• May be requested to provide coverage outside of scheduled hours.
• Occasional overtime may be required.

Summary

Accepts inbound phone calls from contracted agency personnel. Processes alerts according to contract requirements and provides timely, accurate and effective troubleshooting of elevated hardware and software issues with customer equipment and systems. Acts as a liaison between Monitoring Operations, Monitoring Customer Service, Training, and other departments as required.

Primary Duties and Responsibilities

• Processes alerts and responds to customer inquiries made by phone or email including special accounts requiring a high level of service.
• Accepts inbound phone calls, troubleshoots, diagnoses and escalates hardware and software issues with customer equipment and software as necessary.
• Provides advanced troubleshooting and support on customer issues with hardware and software for all monitoring operations departments.
• Provides communication to internal departments and management on the status of hardware and software issues being worked on.
• Recommends efficiencies and/or solutions for issues with hardware and software platforms.
• Ability to communicates technical troubleshooting concepts to a non-technical audience and ensure understanding.
• Performs other duties as assigned.