Customer Support Service Agent [Puerto Rico]

Bayamon/San Juan, PR

Track Group Inc., a global leader in the provision of advanced electronic monitoring and supervisions solutions to the criminal justice/corrections market is seeking a highly qualified Customer Support Service Agent to support the operations in Puerto Rico.

Responsibilities include:

  • Train new officers and social workers
  • Maintain adequate inventory for new enrollments and repairs, return nonfunctioning devices to
  • Maintain logs of all lost devices and reports them to Track Group
  • Place orders to ensure proper inventory levels to meet customers’ needs
  • Assist PSAJ/DCR to set up, activate and deactivate offender profiles
  • Assist PSAJ/DCR to complete schedules and GeoZones
  • Monitor offender profiles and their device performance, identify daily alerts and provide reports to PSAJ/DCR supervisors, review GeoZones for accuracy
  • Clean and test equipment for re-use
  • Provide reports to PSAJ/DCR program coordinators
  • Inventory levels
  • Daily Active count (number of offender’s active on the program)
  • Review Top Alarm Report for the week and notify PSAJ/DCR
  • Analysis of GPS data. Analyze data and provide information to PSAJ/DCR
  • Attend the subpoenas

Track Group’s warehouse. (Through the normal RMA process)


  • Customer service experience with technical support background
  • Computer skills, including all MS Office suite programs
  • Strong oral and written commutations skills
  • Bilingual. Written and verbal skills (English and Spanish)
  • Highly organized
  • Communicator, team player


  • Valid driver’s license
  • Reliable transportation with insurance
  • Expense Reimbursement applicable

Salary and Benefits:

  • Contract employee
  • $16,000 – 18,000 annual salary