Device Monitoring Operator

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