Call Center Agent

Securitas Technology is seeking a Call Center Agent to support our integrated electronic security and life safety solutions. In this role, you will handle high-volume inbound and outbound calls, monitor alarms and security events, and follow defined protocols to help protect people, property, and assets for commercial and enterprise clients. You will verify and triage incidents, document all interactions accurately, and provide timely, professional support.

Working in a culture focused on safety, integrity, and innovation, you'll collaborate with monitoring and technical teams and gain exposure to cutting-edge security technologies with opportunities for growth.

Responsibilities

• Handle high-volume inbound and outbound calls from commercial and enterprise clients
• Monitor alarms, video, and security events and follow defined response protocols
• Verify, triage, and escalate security or life safety incidents to appropriate parties
• Document all interactions, events, and actions accurately in monitoring/CRM systems
• Provide professional, timely customer support and status updates to clients
• Collaborate with monitoring, technical, and field teams to resolve issues
• Follow company policies and regulatory requirements related to safety and security
• Participate in ongoing training to stay current on technology, procedures, and tools

Required Skills

• Customer service
• Call center operations
• Inbound/outbound call handling
• Alarm and event monitoring
• Electronic security systems knowledge
• Incident documentation
• CRM/ticketing systems
• Data entry and accuracy
• De-escalation techniques
• Basic troubleshooting