What are the responsibilities and job description for the Monitoring Support Operator position at ION247, a Pavion Company?
Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70 U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.
As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.
With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs. Learn more at www.pavion.com
Pavion and our family of companies are seeking a talented and motivated Monitoring Support Operator to join our security business unit.
Primary Responsibilities:
- Monitor live, Event based, and Guard Tour video images and makes critical decisions to incidents or alarms viewed on a computer monitor
- Responsible for working with clients and their employees as they enter and exit secure facilities
- Answer and address notifications for visitors to enter secure facilities
- Gather all information necessary to verify alarms, dispatch the proper authorities and notify property owners or other responsible parties
- Can remain calm, speak clearly, and relate critical details during stressful situations
- Enter data into spreadsheets or other computer programs to track daily operational data
- Completes service tickets in a timely fashion so that repairs can be made to software and/or hardware systems
- Must be capable of working shifts balanced around a 24 hour a day, 7 day a week schedule
- Provide daily reports to management concerning the operation of the cameras
- Follow-up with Customers to ensure complete satisfaction
- Give exceptional customer service in a timely fashion
- A consistently positive approach to your work that is rooted in a business-like professionalism
- Proven computer skills
- Excellent verbal, written and social communication skill
- Other tasks as identified on an as needed basis
Basic Qualifications:
- High school degree
- Identifying and assessing customers’ needs to achieve satisfaction.
- Basic computer skills
- Proven customer support experience or experience as a client service representative
- Customer orientation and ability to adapt/respond to different situations.
- Excellent communication skills
- Ability to multi-task, prioritize, and manage time effectively
Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.
Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)