SCRAM Alcohol Monitoring Systems Customer Service, Analytics Support Representative WEEKEND SHIFT Fri,Sat,Sun,Mon(10 p.m.-9 a.m.) in Littleton, Colorado

Job Descriptions:

We have a friendly, innovative culture that gives employees the opportunity to shine and encourages them to bring their best to work every day. We take pride in our core values:

  • Take responsibility

  • Seek continuous improvement

  • Share knowledge

  • Strive to do the right thing

We offer great benefits!

  • Casual dress environment

  • Flexible Working Hours

  • Health Benefits

  • Competitive salaries with an annual review

  • Comfortable workspace that allows creativity and productivity

  • Generous paid holidays and leave time

  • Stocked kitchens with healthy options, coffee, beverages, snacks

  • Company activities (golf league, volunteer opportunities, summer picnics, movie night, barbeques, team building outings, chili cook off competition, Take your Children to work, etc)

  • Training and Education benefits

SCRAM Systems Products (SCRAM CAM, SCRAM Remote Breath, SCRAM GPS, and SCRAM House Arrest) are the industry leader with service partners, courts, and government agencies in alcohol and location monitoring. This position is responsible for providing customer and analytic support.

Essential Functions:

  • Provide 1st level telephone support for monitoring center for all products including CAM Bracelet, Remote Breath Device and SCRAM GPS

  • Provide 1st level general support to all general support email inquiries, chat support & web to case support within the same business day

  • Return all customer voice mails within 1 hour of receipt

  • Provide Client Verification Calls or Alert Escalations within compliant time frames based on service level agreements for HA and GPS customers

  • Capture all customer interactions with a Sales force case

  • Support new customers in set up of SCRAMNet/Insight for agencies, courts and judge

  • Perform Sales force data base upkeep for contacts & accounts to ensure up to date records

  • Address customer questions regarding training issues and daily operational issues such as equipment installations, removals, battery changes, manual data uploads, and receipt of modem communications/data upload

  • Transfer 2nd level support calls to Data Analysts when customer questions arise about a potential or confirmed Tamper or Alcohol Detection/TAC

  • Review daily report for customers awaiting Equipment Inspection Reports and report findings to customers as reports are completed

  • Perform maintenance on Provider contact lists and other data entry duties as assigned

Required Experience:

Education / Certification:

  • Level 1 Training completion for GPS, CAM, HA, and RB

  • TSR Basic TRaining Completion

  • High school diploma; bachelor's degree is preferred


  • Customer Service and/or Technical Services background

  • Criminal justice background is a plus

Skills / Abilities:

  • Microsoft Office

  • Sales force CRM experience is a plus

  • Experience using JD Edwards is a plus

Third Shift Friday, Saturday, Sunday, Monday (10 p.m. - 9 a.m.)


Keyword: general support specialist, customer service representative

From: SCRAM Systems