Inmate Support Specialist

Job Description: Inmate Support Specialist

Department: Tech Support

Reports To: Tech Support Manager

Position Summary

The Inmate Support Specialist is responsible for providing inmate-facing support for CPC products, services, and account-related requests. This role includes answering inmate support calls, completing required verification, reviewing Chirp and AXXS Support messages, working inmate support tickets and voicemails, and using CPC systems to research and document requests. The Specialist is expected to resolve requests, follow established procedures, and escalate issues when appropriate.

Key Responsibilities

• Answer inbound inmate and resident support calls with professionalism, patience, and clear call control.
• Follow CPC policies for verification, privacy, prohibited actions, account security, and facility-specific support rules.
• Research and resolve inmate inquiries, including fund transfers, account setup, purchases, dropped call reviews, dialing assistance, device login issues, and approved reset requests.
• Review and respond to support messages accurately and within expected service standards.
• Monitor and respond to inmate support tickets using established queue processes.
• Ensure calls, tickets, and support messages are updated, tracked, and closed with proper documentation.
• Use of CPC software and internal resources, including Backoffice, Fusion, Monday, CPC View, AXXS tools, products, Teams updates, manuals, and support resource sheets, to research and document issues.
• Document request details, actions taken, notes added, resolution, and escalation details in the appropriate system.
• Identify repeat issues, unusual activity, potential misuse, service concerns, or customer-impacting risks and report them to management or the appropriate escalation team.
• Escalate requests that require additional technical review, policy guidance, facility involvement, or another department’s support.
• Stay current on CPC product changes, system updates, known issues, and support procedure changes.
• Collaborate with other departments when support issues require additional review.

Qualifications

• Customer service, call center, and support experience preferred.
• Experience in the corrections-industry is a plus but not required.
• Ability to learn CPC systems, internal software, products, support resources, and ticketing processes.
• Basic comfort researching account information and following documented procedures.
• Ability to follow verification, privacy, and security procedures consistently.

Non-Technical Requirements

• Strong communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and sound judgment.
• High level of accountability and follow-through.
• Team-oriented mindset with a focus on continuous improvement.

Employment Type & Benefits:

This is a full-time position offering a comprehensive benefits package, including:

• Health, Dental, and Vision Insurance
• Ancillary Benefits
• 401(k) Plan
• Employee Stock Ownership Plan (ESOP)
• PTO