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Video Monitoring Operator I

2 months ago

Falls Church, United States Kastle Systems Full time

Overview:
**Join the leader in providing smarter solutions for a safer world.**

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

Kastle's Video Operations Center is seeking dynamic, team-oriented, individuals to join our team of VOC Operators in a 24x7x365 role. Kastle VOC Operators are responsible for responding to alarm activations, placing outbound calls to clients to inform them of security related events; monitoring and analyzing video for security incidents, assisting with special project and performing administrative functions as required. VOC Operators will provide professional, accurate and efficient services to Kastle's clients.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices

**Schedule: Tuesday - Saturday, 1:00pm - 9:30pm**

**Responsibilities**:

- Actively monitor live cameras and process all video alarms and contacts received through our in-house system, or any of the phones in the Operations Center, accurately and efficiently, while maintaining a professional decorum and following all designated procedures.
- Communicate and work with other departments to resolve client issues.
- Verbally and/or in writing respond to all building emergency calls as mandated by Kastle policies and procedures.
- Special projects and duties as assigned by the Operations Center Leadership Team.
- Monitor all surveillance and access control equipment contained by the facility.
- Prioritize situations and investigate/dispatch on all safety and security-related incidents. Follow-up all incidents with written reports and recommendations.
- Answer emergency, non-emergency and administrative phone lines and provide an appropriate response as required by the nature of the call.
- Establish and maintain effective working relationships with all entities who maintain business offices on property.

Qualifications:

- Prior security, military, or law enforcement experience is preferred, but not required
- Customer service experience preferred
- High school diploma or equivalent
- Superior Customer Service skills - Ability to interface and communicate with customers and co-workers in a clear and professional manner
- Perform detailed work in a time-sensitive call center environment
- Available on a flexible schedule - days/evening/nights/overnight; must maintain punctuality and dependability on shifts
- Strong organizational skills
- Ability to work well under pressure
- Read and interpret data and information; excellent written and oral communications skills; analyze and solve routine problems

Other Eligibility Requirements:

- Must be able to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state (s) worked.
- Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation and drug screening.

Equal Opportunity Statement:
At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.