Client Account Administrator

ViaPath is currently seeking a Client Account Administrator to join our team. The Site Administrator is responsible for managing key functions of client process administration and operational support. They are also responsible for inputting all information required for inmate accounts, telephone call records and recording. 

Preferred location for candidates is Columbus, OH, but they can be based anywhere in Ohio (candidates must be based in Ohio for consideration).  This is a remote based position with a requirement to travel to customer sites as needed. 

• Serve as a positive Ambassador representative for ViaPath when meeting with customers and clients – clearly demonstrating “Service Excellence”
• Responsible for overall service of ViaPath products at assigned customer sites and willing to assist the customer at all times
• Manage the PIN / PAN access lists to include enrollments, changes, deletions, etc.
• Responsible for resolving any problems that may arise with an inmate call access list or the inmate PIN numbers
• Manage portions of the inmate enrollment process to include voiceprint and voice file management
• Assist the facility staff with any investigations and or queries and questions pertaining to the inmate telephone system
• Point of contact for FACILITY staff for any issues regarding customer account
• Compile reports as needed
• During any emergency situations at facility, the Site Administrator may be required for on-call duty during evening hours and/or weekends
• Create problem tickets and monitor for resolution, to include escalations to appropriate departments as needed
• Interact in a professional manner with customers to foster positive relationships
• Additional tasks as assigned by supervisor
• Energize and foster an effective and impactful team environment
• During any emergency situations at facility, the Site Administrator may be required for on-call duty during evening hours and/or weekends.
• Administrator of our tablet and visitation platform as applicable for the customer and ViaPath:
  • Create accounts and train all new users
  • Manage accounts
  • Help run session reports for investigators, point of contacts and ViaPath on-site technicians
  • Troubleshoot video visitation session issues with guidance from ViaPath Technical Support
  • Perform basic troubleshooting of tablet functionality, applications, and Wi-Fi connectivity issues
  • Return damaged or inoperable tablets in accordance with ViaPath Return Merchandise Authorization process

• A minimum of 4 years of Office Administrative or Clerical work experience
• High School Diploma or equivalent is required; post graduate training and/or education is preferred
• Basic knowledge of Microsoft Office products to include (Word, Excel, and Outlook)
• Strong verbal and written communication skills
• Strong customer focus driven skillset; ability to develop strong partnership
• Must be pro-active, self-sufficient and highly productive with minimal guidance/supervision
• Ability to multi-task and meet deadlines
• Must be able to work the assigned hours and any on-call requirements
• Candidates must pass a pre- employment background investigation and drug testing screen for ViaPath as well as for the corrections facility (for initial employment, in addition every 3 months thereafter throughout employment)

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government.  ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.  

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.