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Device Monitoring Operator

3 months ago

Sydney, Australia Prosegur Australia Pty Ltd Full time

At Prosegur we are looking for self-motivated, enthusiastic, and proactive team players to join our close-knit Device monitoring team. As a Device Monitor Operator, you work in a team that responds to a broad range of service requests for remote support, provides first-line investigation and diagnosis, and promptly allocates unresolved issues to avoid further service disruptions and maintain SLAs by following agreed NMT SOPs. This position requires availability to work in a rotating roster for the Morning and Afternoon shifts including weekends & Public Holiday work. Positions could be available for Full time / Part time work arrangements and so we are open to discussing further at the time of the interview. Major responsibilities are included but are not limited to:

- Take the high volume of inbound and outbound calls.
- Respond to each caller in a professional and helpful manner while gathering information aligned with our tech values, troubleshooting, or transferring calls
- Organize and dispatch jobs to the technician's device
- Monitor and respond appropriately to a variety of customer requirements.
- The response must be timely and accurate, with particular attention given to general procedures and special instructions (SOPs)
- Complete required checks and daily or weekend shift handovers.
- Provide technical support as needed. Follow procedures for service and remote support requests
- Communicate and analyze customer inquiries and determine a correct course of action. The follow-up to assure customer expectations are met.
- Assist other departments and associates with projects to support a teamwork atmosphere for the benefit of our customers and the company
- Participate in job-related training programs and meetings to continually refresh and update knowledge.
- Maintain building security and Monitoring Centre operations following company procedures and policies to provide a safe and productive environment.
- Regularly report to supervisors regarding allocation issues
- Maintain confidentiality of program and tech information provide
- **What you can bring in**:_
- Experience in working in a high-volume Call Centre environment network
- Graphical knowledge of State Regions to assist with service calls for Technicians
- Professional and articulate verbal communication skills
- Organizational Skills
- Network monitoring, operations systems, and knowledge of allocation KPIs would be advantageous experience
- Experience in ATM management is desirable not a must
- **Desirable skills**:_
- Excellent communication skills and ability to resolve customer issues in a timely and professional manner
- Strong attention to detail and ability to follow specific procedures and instructions
- Ability to work independently as well as part of a team
- Ability to multitask and strong time management skills
- Ability to "think outside the square when faced with difficult decisions

The successful applicant will be required to undergo a pre-employment Medical Check and Criminal History Check process.

**How to apply**

**More About the Prosegur**:
Prosegur is a global organization with operations in 26 countries across five continents. We are the world leader in the provision of end-to-end cash solutions and associated technologies.

We deliver solutions to many of Australia’s largest banks, retailers, and hospitality venues providing a range of cash management and payment solutions, supported by a team of over 1000 employees.

Prosegur Australia Pty Ltd |ABN 81 004 247 358, Master Security Licence Number: 408195411

Prosegur is an Equal Opportunity Employer.

**Salary**: $65,000.00 per year

Schedule:

- 8 hour shift

Work Location: In person