Monitoring Operator (San José Pavas)

About the role

The Monitoring Operator will work in ADT's security operations center, handling emergency signals and providing timely assistance to clients. This role requires strong phone communication, rapid data entry, and coordination with internal teams and government emergency services.

Key responsibilities

• Receive and process emergency signals via 9‑1‑1, ensuring efficient response.
• Communicate with clients over the phone, managing emergency situations while documenting actions.
• Use CRM and ticketing software to create, track, and resolve client requests.
• Operate monitoring and alarm system software to log incidents and generate reports.
• Follow quality flowcharts and standard operating procedures for customer service.
• Coordinate verification unit dispatch for property inspections.
• Maintain telephone system status (operational, inactive, etc.) and update records accordingly.

Required profile

• Prior experience in a call‑center environment handling customer inquiries.
• High school diploma (bachiller); university students are a plus.
• Availability to work the 2 pm – 10 pm shift, including weekends.
• Proficiency with Windows 10/11 and Microsoft Office applications.
• Basic knowledge of telephone systems; familiarity with alarm systems is desirable.

Required skills

• CRM software usage.
• Ticketing system operation.
• Monitoring software for signal management.
• Alarm system software for low‑to‑intermediate technical queries.
• Telephone software for status management.
• Typing speed of at least 80 characters per minute.