Tablet Support Representative

TKC Holdings, Inc.-comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

As a subsidiary of TKC Holdings, Inc. and Keefe Group,ICSolutions (ICS)has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

The Tablet Support Representative will troubleshoot hardware and software issues for tablets, troubleshooting with the tablet vendor for additional support with reported issues, coordinating onsite assistance from field technicians when needed, and satisfying customers via verbal and electronic communications regarding any product related needs. This position also requires assistance to the technical support team on our company-based systems.

Essential Functions, Duties, and Responsibilities

• Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
• Provide technical support of ICS products for customers, business partners, and internal employees
• Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications
• Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
• Communicate with the customers and give them a comfort level that their issue is being properly addressed
• Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on-site technicians, customers, partners and end-user customer personnel
• Test/setup/troubleshoot of client software installations, test platforms, and equipment
• Other duties as assigned such as inmate request handling, data entry, etc.
• On-call work is required upon completion of training based on rotation

• High School Diploma or GED
• Minimum of 6 months to 1 year of experience in a high-volume Technical Support, Helpdesk, or Technical Call Center setting
• Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
  • Microsoft Office (Word, Excel, Outlook, etc.) required
  • Browsers: Internet Explorer, Google Chrome, Apple Safari required
  • Remote connectivity tools such as VPN, RDP, VNC is desired
  • Android OS / iOS Troubleshooting is desired
  • Linux knowledge/troubleshooting is desired
  • SQL experience desired
  • ServiceNow is highly desired
• Exceptional listener and communicator; Strong verbal and written communications skills
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Able to work independently and in a team environment
• Excellent research and documentation skills
• Ability and interest to learn proprietary systems
• Schedules may vary based on business need

IC Solutions offers comprehensive benefits to all regular-full time employees:

• Medical w/prescription coverage
• Benefit Credit received when enrolled in a TKC medical plan, to help offset your benefit costs. Benefit Credit of $750 annually, will be divided evenly among your paychecks throughout the Plan Year.
• Dental
• Vision
• Basic Life and Basic Accidental Death and Dismemberment Insurance
• Voluntary benefits (i.e. short term, long term disability and many more) options may be selected to create the right package for you

IC Solutions also understands the importance of work life balance and planning for the future. To help with both of these, employees are eligible for paid time off and a Company Match for the 401(k) Retirement Savings Plan. We now also offer DailyPay providing you immediate access to earned wages.

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here:https://tkcholdings.com/privacy-policy-108