The Support Assistant is a key contributor to maintaining our partnership with the Wisconsin Department of Corrections and providing support to JusticePoint installers across the state. The Support Assistant will play a critical role in managing and processing work orders from the Wisconsin Department of Corrections for electronic monitoring services. This position is responsible for ensuring work orders are accurately assigned to installers based on geographical location and availability. This role directly impacts the success of our program by helping facilitate smooth operations in support of individuals on probation, parole, or extended supervision.

This position requires a deep understanding of technology coupled with the ability to assist remote staff with efficient support. The ideal candidate will have excellent communication skills, a problem-solving mindset for resolving technical issues, the ability to work independently, and a high level of adaptability in a fast-paced, evolving environment.

Responsibilities:

• Receive, interpret, and distribute work orders that are sent from the Wisconsin Department of Corrections.
• Provide phone and email support to installers, assisting with troubleshooting and addressing other needs.
• Assist in inventory management tasks such as checking in, cleaning, returning, and troubleshooting equipment.
• Work with Probation Agents and clients to schedule services and provide troubleshooting support.
• Document clear and accurate case notes in the electronic software system.
• Review and familiarize yourself with the necessary documents needed to ensure accuracy in your work.
• Other duties as assigned.

Qualifications & Competencies:

• Organized, attentive to detail, ability to multi-task, work independently.
• Demonstrate ability to work well with individuals from diverse economic, racial, and ethnic backgrounds and LGBTQIA+ identities.
• Ability to exercise good judgment.
• Demonstrated ability to learn technical requirements of installation/retrieval/troubleshooting of each electronic monitoring device utilized by JusticePoint- Wisconsin Department of Corrections contract.
• Proficiency in typing with a focus on both speed and accuracy.
• Working knowledge of Microsoft Office (including Outlook, Word, and Excel).
• Ability to communicate professionally & accurately, both orally and written.
• High school diploma, bachelor’s degree preferred.
• Experience and/or education in Criminal Justice, Social Work, or related human service field preferred.
• Willingness to work a flexible Schedule to fit the needs of the program.
• Availability to work occasional holiday hours is required.
• Pass a pre-employment (and ongoing, as required) background check.

JusticePoint is an Equal Opportunity Employer