About HomeWAV
Founded in 2011, HomeWAV LLC has been the leader in providing safe, secure inmate communication and technology solutions to correctional facilities across the country. Headquartered in St. Louis, MO, our innovative technology connects incarcerated individuals to the essential people in their lives through secure messaging platforms, allowing facilities to maintain a safe and stable environment while allowing families to connect. We have seen firsthand how our innovative platform supports no-contact communication while effectively reducing recidivism and improving inmates' overall health. We've supported correctional facilities and inmates in over 30 states – in the process, we have connected millions of visitors with their incarcerated loved ones.
POSITION SUMMARY
HomeWAV is searching for a motivated, goal-oriented Facility Technician Administrator (FTA) to join our team. In this role, the FTA's primary responsibility will be to support the setup and management of HomeWAV system accounts for both visitors and inmates. Key duties include addressing support inquiries, processing user support approvals for visitors, and managing/ overseeing system-level suspensions (e.g., suspending and unsuspending accounts as needed). The FTA will actively monitor the HomeWAV system—with particular attention to video visitation services—and serve as the primary administrative point of contact for the facility. This includes providing routine technical support and system oversight to ensure smooth operations of the HomeWAV platform.
In addition, this position will also service, maintain, troubleshoot, and repair inmate communication systems at the customer"s premises — when the Field Service Technician is out of the office or needs additional assistance.
This position will be stationed within our customers' facility working remotely with our home office. Our ideal candidate will possess an aptitude for problem solving, be able to work independently without direct supervision, exhibit great customer relations and communications skills, and thrive in an ever-changing, company atmosphere.
RESPONSIBILITIES
Facility & User Support
- Assist incarcerated individuals and facility staff with account setup and service questions.
- Approve, suspend, or disapprove users based on facility policies.
- Monitor and manage video visitation sessions in accordance with facility rules.
- Provide support to facility staff for Admin portal access and functionality.
- Check in daily with designated facility contacts to align on tasks and priorities.
- Follow established HomeWAV workflows and escalation protocols to resolve issues.
- Use sound judgment to escalate service or security concerns to supervisors when necessary.
- Run reports as requested by facility staff.
Technical Maintenance
- Diagnose, troubleshoot, and repair hardware and connectivity issues in a timely manner.
- Perform routine equipment maintenance and inspections to ensure optimal system performance.
- Accurately update and maintain HomeWAV service records, logs, and inventory.
- Complete service documentation as requested.
Client Relations & Communication
- Develop and maintain positive relationships with facility staff and administration.
- Maintain clear and consistent communication with internal teams and external stakeholders.
- Deliver excellent customer service while promoting HomeWAV's mission and values.
- Ensure all tasks are completed promptly or within established deadlines.
General Responsibilities
- Adhere to safety and compliance standards at all times.
- Perform other duties as assigned to support operations.
- Other duties as assigned.
·KNOWLEDGE, SKILLS, & ABILITIES
- Exceptional initiative, organizational, and execution abilities.
- Outstanding communication and user empathy skills.
- Aptitude for independent thinking, problem-solving, and data-driven decision-making.
- Impeccable attention to detail.
EDUCATION & EXPERIENCE
- Exceptional verbal and written communications skills.
- Must possess and demonstrate critical thinking, organization, and time management skills.
- Aptitude for working with technology and troubleshooting technical problems.
- Able to lead others, overcome obstacles, meet schedules, and work under pressure.
- Strong interpersonal skills for customer relations.
- Willing to perform all job duties inside a correctional facility.
- Able to learn and become proficient in business software programs as required. Familiarity with Microsoft Voice Platform, Microsoft office, JIRA, or Zendesk, preferred.
PHYSICAL DEMANDS, REQUIREMENTS & WORK ENVIRONMENT
- This position will be stationed in a correctional facility and will work inside inmate housing units.
- Ability to lift or move up to 50lbs.
- Ability to spend long periods of the day standing.
- Ability to spend long periods of the day sitting.
- Must be able to use hand tools.
- Must pass background checks.
BENEFITS
•Medical, Dental, Vision, & Life
•Retirement plus Company Contribution
•Paid Time Off (PTO) and Paid Holidays
•Flexible Spend Program and Dependent Care
At HomeWAV, we are ambitious professionals who embrace continuous learning and personal and professional development. We foster a culture that welcomes change and growth while understanding the importance of a work/life balance. We are here to boldly shift the world of inmate communications, and we are looking for those with the drive and leadership skills to join us.
Our mission is to be the leader in providing simple, secure inmate communications by delivering innovative technology, leadership through fairness, and showing the importance of transparency through our daily practices. Our team works towards this mission every day by listening intently to our partners and keeping their success top of mind — always.
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HomeWAV is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
I understand that the statements included in this document are intended to describe the general nature and level of work being performed by individuals in this position and that they are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Further, this job description does not state or imply that this is a contract between the individual in this position and HomeWAV.
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