Customer Support Agent

Responsibilities

• Monitor a variety of live video footage and location dashboards for signs of suspicious or ongoing criminal activity, such as burglary, loitering, trespassing, and high-stress situations; follow client-specific protocols as needed.
• Analyze, assess, and respond to system-generated alerts and event notifications promptly.
• Initiate outbound calls or emails to notify customers, law enforcement, first responders, and management of critical events requiring their attention or response; prioritize and route emergency calls to appropriate first responders.
• Answer inbound calls regarding customer inquiries and respond as necessary.
• Prepare comprehensive post-situational reports and logs for customer distribution.

Qualifications (must Have)

• A high school diploma or equivalent (e.g., GED).
• Able to obtain a TOPS Alarm System Monitoring License as part of our paid on-the-job training.
• One (1) year of experience in dispatching, security, customer service, or call center role.
• Capable of working in a high-stress environment and effectively communicating, particularly during critical, life-or-death emergency situations.
• Able to maintain high alert and use critical thinking to monitor customer sites and respond to any emerging situations.
• Proficient in the basics of Microsoft Excel, Microsoft Outlook, and Microsoft Teams.

Benefits

• Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance.
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation time is offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Pay

$18.00 per hour

Schedule

• 1st Shift (8am - 4pm)
• 2nd Shift (4pm - 12am)
• Swing (8pm - 4am)