Customer Support Services Representative

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; escalate issues when necessary. 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