Customer Support Operator - Security Systems

About the role

Envision Intelligent Solutions, a Johnson Controls company, is a security systems service provider specialising in the rental market, with its own in-house CAT1 alarm receiving centre in Craigavon. It is looking for a Customer Support Operator for a full-time, permanent position working 12-hour day and night shifts on a 4-on-4-off rota, based at Silverwood Business Park, Craigavon.

Key responsibilities

• Monitor, interrogate and respond to CCTV and alarm activations, including escalation and reporting
• Answer intercoms and inbound telephone calls professionally, quickly and effectively
• Use the telephone systems and follow company policy and procedures
• Support the Control Room Supervisors and take control of operations in their absence (subject to training)
• Handle incoming CCTV and alarm activations for mobile patrol vehicles and dispatch mobile response teams
• Report operational difficulties and problems to the supervisor on duty

Required profile

• Ability to work under pressure, be self-motivated and work independently or as part of a team
• Ability to write letters, reports and documents accurately and concisely
• Diplomatic verbal and written communication
• Sufficient investigative skills to identify the root cause of problems
• Grade C in English and Maths; SIA CCTV licence desirable but can be obtained through in-house training

What we offer

• Pension, life assurance, employee assistance programme and employee referral scheme
• Employee discounts, including high street brands, the Cycle 2 work scheme and discounts on Johnson Controls security products
• Paid annual leave plus bank holidays (holiday buy-back option available)
• Product knowledge and cross-training opportunities
• Career development through career ladders including Customer Service
• Zero Harm safety policy and access to business resource groups