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Customer Support Specialist

Company: Iconma, L.L.C.
Location: Deerfield
Posted on: November 19, 2021

Job Description:

* The main function is to respond and dispatch first responders to alarm notifications, to monitor and respond to store events, and to give site status to client stake holders. * * - Respond to alarm received for security, fire, and safety by determining validity and severity of alarm, providing instruction to employees, contacting law enforcement and fire departments, detailed documentation, contacting site employees, and other company resources and service providers. * - Provide instruction and support to employees and customers, contact law enforcement and fire departments, detailed documentation of events and actions, contacting site employees, other company resources, and service providers, for continual follow-up to ensure situations are resolved. * - Respond to emergencies reported to the SOC through inbound phone calls, emails, and social media by following established procedures to determine severity of incident, escalation, and notification of applicable resources to assist in recovery efforts and continual follow up. * - Monitor all types of threats to company assets, people, and brand, Identify and mitigate these threats through monitoring news, social media, and other sources of intelligence. * Monitor company employees traveling domestically and internationally to ensure safety. * - Provide oversight of travel assistance programs including briefings and trainings. Conduct threat assessments and risk analysis of company employees and assets. * - Respond to system support issues via phone, email, and ticket processing for security, fire, and safety equipment by troubleshooting problems and recommending corrective actions. * - Provide input and suggest improvements to guidelines and procedures to enhance the quality of service and support to improve customer satisfaction Requirements: Customer Service experience, Call Center environment OR Security Operations Center experience OR similar response center type experience * Multitasking and prioritization skills (can be working 2 or 3 alarms or calls simultaneously) * Critical thinking and material retention (Ability to review a situation, listen to call, review video, and then narrate/dictate the situation in a written summary) * Situational Awareness (ability to determine if a situation warrants contacting emergency response/authorities) * Technical background in alarms or security systems - Beneficial * Bilingual/Spanish speaking - Beneficial. As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.

Keywords: Iconma, L.L.C., Arlington Heights , Customer Support Specialist, Other , Deerfield, Illinois

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