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 motivated, goal-oriented Technical Support Representative to join our growing team. This technical expert ensures that the team delivers flawless customer service by managing incident restoration and service level agreements and monitoring service requests to ensure that County partner inquiries are promptly handled. Our ideal candidate will thrive in an ever-changing, trailblazing company atmosphere.  

The Technical Support Representative will perform various strategic functions in both our software and hardware technologies across the agency 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.

This position may work Monday - Friday 8:00 a.m. - 5:00 p.m. or Wednesday - Sunday 9:00 a.m. - 6:00 p.m.

RESPONSIBILITIES

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk by following established routing and workflow procedures.  
• Maintain a record of all helpdesk tickets, including telephone calls, sessions, e-mail, etc., with up-to-date information on ticket progress.  
• Elevate complex issues/problems to appropriate resources, including third-party vendors, track progress, and follow up as required to ensure timely resolution.
• Completes tickets promptly to better service our customers’ needs. 
• Follows all specified communication guidelines and ticket channels so the appropriate department/employee completes ticket triage. 
• Escalates support tickets to appropriate department when all troubleshooting avenues have been exhausted, or the ticket is out of scope, and additional support is required. 
• Works with onsite technicians until resolution or additional assistance is required.  
• Continues to refresh 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. 
• Monitors kiosk alerts and reports technical issues as they arise.  
• Communicates with the Customer Support (CS) department to start triage on all CS escalations and provides detailed information to Tier II when needed.  
• Dispatch technicians as needed.
• Create sales orders for service equipment as needed.
• Performs other related duties as assigned.
• Describe the specific responsibilities and job functions of the role

POSITION REQUIREMENTS

• Travel Requirement: None.
• Physical Requirements: None.

KNOWLEDGE, SKILLS, & ABILITIES

• This position is perfect for a self-starter with experience working in a fast-paced, agile technical role, who works well under pressure, can multitask, and adapts well to an ever-changing, purpose-driven programming environment.  
• Previous working experience in a service desk or customer call center environment, with a strong focus on exceptional technical customer service.
• In-depth knowledge of computer systems and mobile devices 
• Hands-on experience with diagnosing and resolving basic technical issues.
• Excellent communication and interpersonal skills.
• Use of proper grammar when communicating with customers.
• Customer-oriented and patient.
• Ability to work under pressure.
• Must have good judgment in handling serious customer problems.
• Showcase good interpersonal skills for customer relations.
• Familiarity with Microsoft Voice Platform, JIRA, and Zendesk.

EDUCATION & EXPERIENCE

• Preferred associate degree in Computer Science, Engineering, Information Technology, or related experience. 
• 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, knowledge and the ability to identify recurring issues, and experience in driving issues to resolution.
   
   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.