Security Operations Analyst

CareerArc; Regina; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading security company is seeking candidates with superior customer service skills for a role in their operations centre. The ideal candidate will handle calls, dispatch officers, and ensure high-quality service while managing stressful situations. If you thrive in fast-paced environments and have strong communication skills, we want to hear from you!

Benefits

Paid Vacation

Qualifications

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

Responsibilities

• Answer calls professionally and act as an extension of the client’s team.
• Log entries accurately and close them upon resolution verification.
• Provide high-level customer service during calls.

Skills

Communication

Customer Service

Decision Making

Education

Valid Security Licence

Tools

MS Office

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 handling responsibility, along with your enthusiasm, makes you an ideal candidate for our team! We believe in promoting from within, respecting diversity, 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. Operators dispatch officers to calls, client programs, and alarms from our 24/7 Operations Centre, following established procedures in collaboration with clients.

KEY ACCOUNTABILITIES:

• Answer calls professionally, acting as an extension of Paladin Security and the client’s team
• Follow processes and workflows established by Paladin Management and the Client
• Communicate via radio and phone for assistance when needed
• Respond to client calls according to expectations
• Prioritize tasks, pass pertinent information, meet deadlines, and follow procedures, making quick decisions on emergencies
• Communicate occurrences to external stakeholders promptly
• Provide high-level customer service during calls
• Receive alarms via client-specific software and dispatch them to mobile units and emergency services
• Remain calm during incidents like vehicle accidents and coordinate with first responders
• Log entries accurately and close them upon resolution verification
• Create reports and assist investigations as needed
• Perform additional duties as required

Skills & Qualifications

• 1+ years of experience in a call or operations centre is an asset
• Strong communication skills (reading, writing, verbal)
• Proficiency in MS Office (Outlook, Word, Excel)
• Typing speed of at least 50 WPM with no errors
• Ability to learn new software quickly
• Professionalism and commitment to excellent customer service
• Ability to work effectively in a fast-paced, stressful environment
• Capable of handling high call volumes and making sound decisions

Certification Requirements: Valid Security Licence

Additional Information / Benefits

Paladin Security values diversity and is committed to an inclusive workplace. Accommodations are available for applicants with disabilities during the interview process. We appreciate all applicants’ interest; only shortlisted candidates will be contacted.

Benefits: Paid Vacation
Screening Requirements: Criminal Background Check