Technical Support Specialist – Case Management

The Technical Support Specialist – Case Management role is an onsite position in Aurora, IL that supports law enforcement and supervision workflows by handling EM and GPS alerts, communicating with key stakeholders by phone, documenting outcomes, and maintaining accurate parolee records in web-based systems.

Location and Schedule

Aurora, IL (onsite)

Shifts Available:

• 9:00 AM to 5:30 PM (Off Thursday and Sunday)
• 7:30 AM to 4:00 PM (Off Tuesday and Saturday)
• 11:00 PM to 7:30 AM (Off Thursday and Sunday)
• 12:30 PM to 9:00 PM (Off Sunday and Monday)

Compensation

USD 17 per hourly

Education

High School Diploma or General Education Development (GED) certificate

Key Responsibilities

• Communicate through inbound and outbound telephone calls with law enforcement agency staff, parolees, community-based organizations, and individuals to provide accurate responses and timely issue resolution.
• Respond to electronic monitoring (EM) and global positioning system (GPS) violations and alerts.
• Document all calls accurately and update parolee records in appropriate web-based computer systems.
• Escalate complaints and complex calls to management for follow up as needed.
• Assist agency personnel and field technicians with installs and de-installs of EM and GPS equipment, including troubleshooting, date entry related to install or de-install, and confirmation of install by phone.
• Process EM and GPS violations and alerts in a timely manner in line with contractual obligations.
• Conduct hourly calls to parolees on alert status and enter results into systems with accuracy.
• Review and process breathalyzer tests.
• Handle advanced troubleshooting calls for EM and GPS technical questions.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or GED certificate.
• One (1) year of call center experience is preferred.
• Successful completion of internal Correctional Specialist I certification after the initial training period and annual recertification testing.
• Ability to pass all pre-employment testing, including spelling, grammar, and typing of at least 35 words per minute.
• Strong interpersonal skills.
• Strong written and oral communication skills.
• Ability to maintain the highest level of confidentiality.
• Proficient computer skills, including Microsoft Word and Excel (and the ability to work with required department software).
• Strong ability to diagnose, analyze, troubleshoot, and resolve technical issues.
• Self-motivated with the ability to work independently.
• Ability to work in a multi-task environment and prioritize tasks appropriately.
• Ability to meet contractual deadlines.
• Ability to quickly develop knowledge of all program systems and procedures to perform the job effectively.
• Ability to maintain professionalism when dealing with upset or escalated calls.
• Ability to develop knowledge of, understand, and comply with Company policies and procedures.
• Bilingual English/Spanish is a plus.

Technologies and Tools

• Microsoft Word
• Microsoft Excel
• iPad
• Web-based computer system
• Electronic monitoring (EM)
• Global positioning system (GPS)

Benefits

• Paid Time Off
• Paid Holidays
• 401(k) Matching
• Health Insurance
• Vision Insurance
• Life Insurance
• Health Savings Account
• Tuition Reimbursement
• Employee Discount
• Reduced Tuition Rates
• Disability Insurance
• Employee Assistance Program
• 401(k)
• Pet Insurance
• Dental Insurance
• Paid Training
• Flexible Spending Account

Working Conditions

• Typical office environment; may be requested to provide coverage after regularly scheduled work hours.
• Use of standard office equipment such as copier, computer, keyboard, telephone, fax, and mobile devices.
• Close vision and the ability to identify and distinguish colors to decipher color codes on software applications.
• Repetitive use of hands and arms working with a computer keyboard, telephone, and mobile devices such as an iPad.