AIR Support Agent

About the role

Reports to: MCI Manager. Department: Customer Service. Location: Remote. The primary purpose of this role is to support off-site participant management using our technology. This position focuses on monitoring compliance with court-ordered terms and providing technical support to both participants and supervisors. An AIR Support Agent plays a critical role in ensuring effective communication, data accuracy, and the oversight of participants.

Responsibilities

• Utilize our Technology to monitor participant compliance with court-order terms in real-time.
• Maintain direct contact with participants, primarily via phone and email, to address compliance-related requirements and responsibilities outlined by supervisors or the court.
• Accurately document participant activities, events, and updates within the AIR platform.
• Communicate expectations to participants, including device maintenance, adherence to restrictions, and program attendance requirements.
• Maintain event action records and follow agency protocols for event completion and documentation.
• Provide remote technical support to participants and supervisors for our devices and technology.
• Troubleshoot technical issues over the phone, leveraging data and insights from AIR to assist callers.
• Identify patterns in data to support deeper inquiries and escalate complex issues as needed.
• Resolve Tier 1 escalations related to technical problems to ensure an optimal user experience.
• Contact participants with overdue payments to facilitate balance resolution.
• Collaborate with supervisors to provide tailored program and service recommendations for participants.
• Contribute to team-based problem-solving initiatives by identifying and resolving issues in a timely manner.
• Support account retention by maintaining strong, professional communication and follow-through.

Qualifications

• High school diploma or GED required.
• Experience with customer service, corrections, legal services, or government agencies is preferred.
• An equivalent combination of education and experience will also be considered.
• Ability to remain in a stationary position at a desk for extended periods, operating a computer and a phone for up to 10 hours a day.
• Reliable home internet connection with a verified speed test.
• Ability to work independently and remain productive in a fast-paced environment with minimal supervision.
• Bilingual (English/Spanish) is required.

Skills

• Basic proficiency in data analysis, troubleshooting, and software navigation.
• Ability to quickly learn and adapt to new technology platforms.
• Strong written and verbal communication skills.
• Experience managing emotional or challenging customer interactions with professionalism and empathy.
• Collaborative mindset with a focus on team success.

Benefits

• Comprehensive benefits package, including medical, dental, and vision.