Customer Support Specialist - Security Operations

Allied Universal; Grand Rapids (MI); On-site; USD 24,796 - 28,929; Full time

Benefits offered by this job

Medical, dental, vision insurance

Retirement plan

Paid holidays

Sick and personal days

Paid vacation accrual

Job summary

Allied Universal is seeking a Customer Support Specialist - Security Operations to monitor CCTV and respond to alarms, ensuring rapid, documented action for security events at the Grand Rapids office. The role includes on-site duties, customer contact, and post-event reporting.

Requires a high school diploma, one year in related roles, and the ability to obtain a TOPS license through paid training. Competitive benefits available and shifts across 1st, 2nd, and overnight slots.

Qualifications

• High school diploma or equivalent (e.g., GED).
• Must be able to obtain a TOPS Alarm System Monitoring License via paid training.
• Minimum of one year in dispatching, security, customer service, or call center.
• Ability to work in a high-stress environment and communicate during emergencies.
• Capable of monitoring sites with critical thinking and alertness.

Responsibilities

• Monitor live video and location dashboards for signs of activity and follow client protocols.
• Analyze, assess, and respond to system alerts and event notifications promptly.
• Initiate outbound notifications to customers, law enforcement, and management for critical events.
• Answer inbound calls regarding customer inquiries and respond as needed.
• Prepare post-situational reports and logs for customer distribution.

Skills

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Education

High school diploma or equivalent

Job description

Customer Support Specialist - Security Operations

Join Allied Universal Technology Services, a global leader in transforming the security industry. We integrate advanced technology - video surveillance, electronic access control, alarm monitoring and augmented solutions with physical security to help people feel safe. Whether you're an installation technician, service technician, engineer, or project manager, you'll discover rewarding opportunities to grow your career as part of a valued team.

Apply today and be phenomenal-build a meaningful career while protecting what matters most through innovative security technology.

Job Description

Allied Universal is hiring a Security Intervention Specialist. The primary function of the Security Intervention Specialist is to monitor surveillance of all security and CCTV monitors on the facility and surrounding grounds, respond to event-driven alarms in a timely and effective manner, and document any activity and contact support systems in the event of an emergency.

Location: Full-time on-site at office in Grand Rapids, MI

Pay: $18.00 per hour

Shift Available:

• 1st Shift (8am - 4pm)
• 2nd Shift (4pm - 12am)
• Swing (8pm - 4am)

Mandatory Paid Training: Monday through Friday 9:00am-5:00pm for the first two weeks

Responsibilities

• Monitor a variety of live video footage and location dashboards for signs of suspicious or ongoing criminal activity, such as burglary, loitering, trespassing, and high-stress situations; follow client-specific protocols as needed
• Analyze, assess, and respond to system-generated alerts and event notifications promptly
• Initiate outbound calls or emails to notify customers, law enforcement, first responders, and management of critical events requiring their attention or response; prioritize and route emergency calls to appropriate first responders
• Answer inbound calls regarding customer inquiries and respond as necessary
• Prepare comprehensive post-situational reports and logs for customer distribution

Qualifications (MUST HAVE)

• High school diploma or equivalent (e.g., GED)
• Must be able to obtain a TOPS Alarm System Monitoring License as part of our paid on-the-job training
• Minimum of one (1) year of experience in dispatching, security, customer service, or call center role
• Must be capable of working in a high-stress environment and effectively communicating, particularly during critical, life-or-death emergency situations
• Able to maintain high alert and use critical thinking to monitor customer sites and respond to any emerging situations
• Proficient in the basics of Microsoft Excel, Microsoft Outlook, and Microsoft Teams

Preferred Qualifications (NICE TO HAVE)

• Previous experience troubleshooting CCTV security systems or controlling cameras
• Minimum of two years' experience in law enforcement, security, or the military

Benefits

• Medical, dental, vision, retirement plan, basic life, AD&D, and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time is offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

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Closing

Allied Universal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.