About HomeWAV

Founded in 2011, HomeWAV LLC has been the leader in providing safe, secure inmate communication and technology solutions to correctional facilities across the country. Headquartered in St. Louis, MO, our cutting-edge technology connects incarcerated individuals to the essential people in their lives through secure messaging platforms, allowing facilities to maintain a safe and stable environment while allowing families to connect. We have seen firsthand how our innovative platform supports no-contact communication while effectively reducing recidivism and improving inmates’ overall health. We’ve supported correctional facilities and inmates in over 30 states – in the process, we have connected millions of visitors with their incarcerated loved ones. 

POSITION SUMMARY   

HomeWAV is searching for a technical, self-motivated, professional to join our team. This position’s primary function is to own the process of coordinating and dispatching HomeWAV’s Field Service Technicians and contractors to our partner facilities. This position will perform various strategic functions in both our software and hardware technologies across the various systems, consumer applications, platform capabilities, and hardware solutions product lines. This role is crucial to ensuring customer requirements are met in communication, prioritizing, escalating, and resolving incidents and requests.

RESPONSIBILITIES

• Maintains a record of all Dispatch-related tickets, including telephone calls, meetings, e-mail, etc., with real-time updates on ticket progress.
• Creates and provides clear and concise Scopes of Work (SOW) to HomeWAV technicians and contractors.
• Creates Sales Orders for necessary parts to resolve hardware issues.
• Coordinates congruently with the technician, HomeWAV, and partner facility when dispatching technicians.
• Provides technical assistance and support for incoming queries from technicians and contractors for issues related to computer systems, software, and hardware.
• Monitors and responds quickly and effectively to requests received through the IT helpdesk by following established routing and workflow procedures.
• Elevates complex issues/problems to appropriate resources, tracks progress, and follows up, as required, to ensure timely resolution.
• Continues to keep up-to-date knowledge of the HomeWAV system and learn new features as they are released.
• Documents troubleshooting steps and all general HomeWAV knowledge for continued department improvement.
• Creates and maintains a directory of service providers and resources.
• Maintains accurate and detailed records of service requests, work orders, purchase orders, and customer interactions.
• Identifies opportunities for process improvement and implements changes as needed.
• Monitors facility connectivity ensuring all services are operational.  
• Assists the Level 1 Team as needed
• Performs other related duties as assigned.

 POSITION REQUIREMENTS

• Travel Requirement: None 
• Physical Requirements: None 

 KNOWLEDGE, SKILLS, & ABILITIES

The ideal candidate works well under pressure, can multitask, and adapts well to an ever-changing, purpose-driven environment. 

• Knowledge of computer systems and mobile devices.
• Hands-on experience diagnosing and resolving basic technical issues.
• Excellent communication and interpersonal skills.
• Customer-oriented and patient.
• Willingness to be on-call for emergencies during the evening, weekend, and holiday hours.
• Ability to work under pressure and proven experience in multitasking.
• Familiarity with Microsoft Teams and ticketing platforms such as JIRA.

 EDUCATION & EXPERIENCE

• Associate degree in Computer Science, Engineering, or Information Technology, preferred.
• A minimum of one (1) year of technical experience in computer technology, application development, database administration, data management and/or infrastructure, with capabilities to understand and resolve technical impediments.
• A minimum of one (1) year of experience troubleshooting technical-related issues and the ability to identify recurring issues, while driving issues to resolution.
• A minimum of two (2) years of experience in dispatching or logistics is preferred.
• Previous working experience in a service desk or customer call center environment, with a strong focus on exceptional technical customer service.

 BENEFITS

• Medical, Dental, Vision, & Life
• Retirement plus Company Contribution
• Paid Time Off (PTO) and Paid Holidays
• Flexible Spend Programs

 At HomeWAV, we are ambitious professionals who embrace continuous learning and personal and professional development. We foster a culture that welcomes change and growth while understanding the importance of a work/life balance. We are here to boldly shift the world of inmate communications, and we are looking for those with the drive and leadership skills to join us.

Our mission is to be the leader in providing simple, secure inmate communications by delivering innovative technology, leadership through fairness, and showing the importance of transparency through our daily practices. Our team works towards this mission every day by listening intently to our partners and keeping their success top of mind — always. 

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HomeWAV is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

I understand that the statements included in this document are intended to describe the general nature and level of work being performed by individuals in this position, and that they are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Further, this job description does not state or imply that this is a contract between the individual in this position and HomeWAV.