Customer Service Operations Analyst - BGC, Taguig, Philippines

Convergint Asia Pacific; Taguig; On-site; PHP 180,000 - 240,000; Full time

Job summary

Convergint Asia Pacific is seeking an SOC Operator to monitor access control systems, review video feeds, and respond to security incidents. The role requires coordinating with teams, dispatching emergency instructions, and maintaining detailed logs and reports.

You will generate alerts and reports, and communicate effectively with security management. The position involves shift rotations and 24x7 coverage in a fast-paced environment.

Qualifications

• Ability to operate a computer keyboard and read directives, policies and procedures.
• Ability to handle multiple priorities efficiently with interruptions.
• Strong organizational skills, high accuracy, and attention to detail with excellent memory retention.
• Ability to listen and understand directions, information and ideas presented verbally and in writing.
• Ability to handle a variety of customer service issues with tact and diplomacy and obtain relevant information via radio/telephone communications.
• Ability to communicate ideas effectively, including report and log preparation.

Responsibilities

• Monitors, receives and interprets signals on the access control system (including duress and intrusion alerts).
• Reviews video surveillance feeds and acknowledges alarms when applicable.
• Controls access to areas using electronic and mechanical access control.
• Establishes coordinates and plots incident scenes using refined grid maps.
• Performs emergency dispatch, crisis intervention and provides pre-arrival instructions.
• Initiates site-wide emergency and routine notifications via public address systems.
• Documents responses via prescribed email notifications to security management.
• Generates daily door alarm reports and monitors root causes and remediation.
• Generates and maintains daily/weekly/monthly security and event reports summarizing findings and trends.
• Logs shift activity and other administrative tasks as assigned.
• Desires experience in security organizations or emergency services.

Skills

Multitasking

Attention to detail

Communication

English proficiency

Listening skills

Organizational skills

Job description

Supports client 24x7 SOC operation, rotation shift

Main Responsibilities:

• Monitors, receives and interprets signals received on the access control system (to include duress signals, intrusion alarm signals, etc.)
• Monitors and review video surveillance feeds and alerts, and acknowledges the alarms in the system, where applicable
• Controls access to areas through the use of electronic and mechanical access control
• Establishes exact coordinates and plots incident scene activities through the use of refined grid maps
• Performs emergency dispatch, crisis intervention and provide pre-arrival instructions for emergency, medical, security incident, and other events as reported
• Initiates site-wide emergency and routine notifications via public announcement system
• Documents responses through prescribed email notification to MMP security management
• Generates daily door alarm reports (door forced open, door held open, break glass instances, etc.) and monitor for root cause and remediation
• Generate and maintain daily, weekly, and monthly security and event reports to summarize findings, trends, and anomalies
• Logs shift activity and other administrative functions as assigned

Requirements

• Ability to operate a computer keyboard and to read and understand a variety of written materials such as directives, policies, and procedures.
• Ability to handle multiple priorities / tasks efficiently with interruptions.
• Possess strong organizational skills, high level of accuracy, and attention to detail with excellent memory retention.
• Ability to listen and understand directions, information and ideas presented verbally and in writing.
• Ability to handle a variety of customer service issues with tact and diplomacy in a confidential manner and verbally solicit and obtain relevant information through radio and telephone communications.
• Ability to deal effectively with a variety of individuals under highly stressful situations and perform various tasks simultaneously.
• Ability to fluently speak, read and write in local language(s) and English to the extent of giving and understanding written orders, verbal instructions, and being capable of composing reports which convey complete and accurate information, as well as to read maps.
• Ability to communicate ideas effectively, including the preparation of reports and logs.

Desired experience in any of the following:

• Public or private sector security organization, preferably in similar SOC environment
• Law Enforcement Dispatch
• Emergency Services / Emergency Response / Medical Response / CPR / First Aid

We thank all applicants for your interest and regret to inform that only shortlisted candidates will be notified.