Security Operations Analyst

Paladin Security; Regina; On-site; CAD 35,000 - 45,000; Full time

Job summary

A leading security company is seeking dedicated individuals with exceptional customer service skills to join their operations team. Candidates should be able to think quickly, manage high call volumes, and maintain professionalism in fast-paced environments. The role involves dispatching security officers, managing alarms, and ensuring effective communication with stakeholders. Join a company that values diversity and offers a supportive work environment.

Benefits

Paid Vacation

Qualifications

• At least 1 year of experience in a call or operations centre is an asset.
• Typing speed of at least 50 WPM with no errors.

Responsibilities

• Act as an extension of Paladin Security and the client’s team by answering calls.
• Log each entry accurately and close tickets upon resolution.

Skills

Communication

Customer Service

Decision Making

Education

Valid Security Licence

Tools

MS Office

Outlook

Word

Excel

Job description

Overview

We thank all applicants for their interest; however, only those shortlisted will be contacted for an interview.

Paladin Security: Making the World a Safer and Friendlier Place because we CARE!

Do you have superior customer service skills and a passion for helping people? Are you able to think quickly and defuse difficult situations? Your experience and enthusiasm make you an ideal candidate for our team! We believe in promoting from within, respecting differences, providing high-quality service, and having fun! If you think you have what it takes, we want to meet you!

Job Skills / Requirements

Our services support clients, their customers, stakeholders, and the public. The Operators dispatch officers to various calls, client-specific programs, and alarm notifications from our 24/7 Operations Centre, following established procedures.

Key Accountabilities

• Act as an extension of Paladin Security and our client’s team by using appropriate greetings when answering calls.
• Follow processes and workflows set by Paladin Management and the Client.
• Communicate via radio and/or phone to ensure assistance when needed.
• Act upon calls from clients as per expectations.
• Establish work priorities, pass pertinent information, meet deadlines, and follow procedures. Make quick decisions on emergencies and escalate when necessary.
• Communicate occurrences to external stakeholders promptly.
• Answer calls with high customer service standards.
• Receive alarms through client-specific software and dispatch to mobile units and emergency services timely.
• Remain calm during incidents like vehicle accidents and coordinate with first responders.
• Log each entry accurately and close tickets upon resolution.
• Create reports and assist with investigations as needed.
• Perform other duties to support Paladin.

Skills & Qualifications

• At least 1 year of experience in a call or operations centre is an asset.
• Strong communication skills (reading, writing, verbal).
• Proficiency with MS Office, Outlook, Word, Excel.
• Typing speed of at least 50 WPM with no errors.
• Ability to learn new software/applications.
• Commitment to professionalism and customer service excellence.
• Ability to work effectively in fast-paced, stressful environments.
• Capable of processing high call volumes and making sound decisions.

Certification Requirements

Valid Security Licence.

Additional Information / Benefits

Paladin Security values diversity and inclusion. We provide accommodations for people with disabilities during the interview process and employment. If needed, please inform us to arrange support.

Benefits include paid vacation. Screening involves a criminal background check.