Alarm Monitor - Customer Service

GardaWorld•St. Louis, MO

9d•Onsite

About The Position

As an NSOC Operator, you will play a critical role in monitoring and maintaining the operational integrity of GardaWorld’s fleet, applications, and processes. You will be responsible for overseeing the real-time flow of information, responding to phone calls, and monitoring events and ensuring the safety and security of personnel, clients, and assets. Your keen attention to detail, quick decision-making, and ability to effectively communicate and coordinate with various stakeholders will be essential for success in this role.

Requirements

High school diploma or equivalent; additional education in security, emergency management, or related fields is a plus.
Prior experience working in a call center or customer service environment is highly preferred.
Willingness to work in a 24/7 rotating shift schedule, including nights, weekends, and holidays.
Self-starter with the ability to prioritize and manage multiple demands
Ability to work effectively alone or as part of a team and can interact with all levels of the organization.
Ability to interpret a variety of instructions in written or verbal form.
Positive attitude, ethics, and values that support our company’s values, team, environment, and high-performance culture
Authorized to work in the United States
Able to pass an extensive screening process, including a drug screen and background check.

Nice To Haves

Result-oriented and people-oriented, balancing business considerations
Process-driven mentality
Highly organized
Self-motivated with a high sense of urgency
Stable, progressive work history
Excellent communication skills
Acts with integrity
Resilient and adaptable
Ability to develop relationships at all levels

Responsibilities

Monitor and analyze real-time data feeds, including cameras, alarms, and communication systems.
Respond promptly to phone calls, alarms, and emergencies by following established protocols and procedures.
Coordinate with internal corporate departments and local branches to effectively manage events.
Maintain accurate records of events, actions taken, and communications in the incident logging database tool.
Provide clear and concise communication to stakeholders during an event, ensuring accurate and timely updates.
Collaborate with GardaWorld personnel and other relevant parties to resolve issues swiftly.
Identify and report potential security vulnerabilities or equipment malfunctions for further investigation.
Assist in the development and improvement of standard operating procedures for the NSOC.
Participate in training and drills to enhance your capabilities to be as efficient and effective as possible.
Maintain a professional demeanor and effectively manage stress in high-pressure situations.