Video Security Monitoring Agent- On site

Netwatch; Irving (TX); On-site; USD 41,000 - 50,000; Full time

Job summary

Netwatch North America is seeking a Video Intervention Specialist to monitor live video feeds, respond to activations, and communicate clearly with customers. The role requires staying composed in fast-paced security scenarios and delivering precise incident documentation.

Training is provided and paid for as part of onboarding. This on-site position in Lake Forest, CA or Irving, TX emphasizes strong English communication, attention to detail, and dependable customer service.

Qualifications

• High school diploma or equivalent required.
• At least 1 year CCTV/security video monitoring experience preferred.
• At least 1 year customer service experience preferred.
• Exceptional attention to detail, required.
• Ability to communicate clearly in English, required.
• Strong critical thinking and good judgement under pressure.

Responsibilities

• Continuously monitor, observe, and interpret live video and alarm data; respond to activations per client instructions.
• Serve as primary contact for Netwatch North America customers with security issues.
• Respond to emergency and non-emergency situations appropriately.
• Follow SOPs when managing security-related calls or incidents.
• Make inbound/outbound calls to police and responding agencies.
• Provide exceptional customer service.
• Create detailed incident reports documenting contacts and actions taken.

Skills

Customer service

Attention to detail

Verbal communication

English proficiency

Multitasking

Calm under pressure

Education

High School Diploma or Equivalent

Tools

CCTV system

Job description

• Job Title: Video Security Monitoring Agent/Intervention Specialist


• Job Location: Lake Forest, California or Irving, Texas | Onsite


• Job Type: Full-Time; Non-exempt

Position Overview

The Video Intervention Specialist is integral keeping our customers safe and to the success of the Netwatch North America business. This position requires excellent customer service skills, attention to detail, ability to stay focused and the ability to react appropriately to security related situations in a timely, calm, and a professional manner.

Our Video Intervention Specialists work in an extremely fast-paced environment processing video activations.

Our employees manage client security and video alarms from our monitoring center environment, making both in and out-bound calls to clients and their protection locations or properties. Typical interactions include calls to our customers to discuss or alert them of a situation, use of a Public Address (PA) system, and detailed written documentation to follow-up security related occurrences.

Netwatch North America trains their Video Intervention Specialists as part of the on-boarding process. Training is fully paid for by the Company and is conducted as part of the employee’s regular work-shift.

The Video Intervention Specialist position is classified as nonexempt, and any hours worked greater than 40 will be paid in accordance with applicable state regulations. Our employees are paid on a weekly basis.

Primary Responsibilities

• Continuously monitor, observe, and accurately interpret live video and alarm system information displayed on computer monitors and respond to alarm activations in accordance with client instructions.


• Act as a point of contact for Netwatch North America’s customers globally who are experiencing security breaches and service issues.


• Respond appropriately to emergency and non-emergency situations.


• Follow standard operating procedure when managing and responding to all security related calls or incidents.


• Responsible for inbound and outbound phone calls to police and responding agencies.


• Demonstrate an exceptional level of customer service.


• When intrusions occur, create detailed Incident Reports – which would include documentation of all contacts reached and actions taken.

Position Requirements

This position requires strong verbal communication and customer service skills. This is a computer-based position with intervention communication via telephone only (employees are not on-site on client properties).

• Required - High School Diploma or Equivalent.


• Strongly preferred - at least one (1) year CCTV/ Security video monitoring experience.


• Strongly preferred – at least one (1) year customer service experience.


• Exceptional attention to detail, required.


• Ability to communicate clearly; clear and consistent speech, reading, and writing in English, required.


• Strong critical thinking skills with the ability to exercise good judgement under pressure.


• Ability to accurately interpret information displayed on computer monitors, observe on-screen activity, read detailed text and graphics, and promptly respond to system alerts, notifications, and other operational events.


• Ability to work in-office; be punctual and arrive at work on time.


• Ability to remain focused and awake while working.


• Ability to multitask.


• Ability to work at a desk for extended periods of time (sitting or standing).


• Comfortable typing, navigating, reading, and interpreting documentation on a Windows based computer.


• Basic mental math for converting time zones and reading military time.


• Ability to work holidays and weekends when a weekend or holiday falls on scheduled work-shift.

Work Environment and Physical Requirements

• This role is primarily performed in an office environment, with extended periods of sitting at a desk and working on/viewing a computer.


• Occasional standing, walking, bending, or reaching may be required.


• Must be able to use standard office equipment, including computers, phones, copiers, and printers.


• The role may involve minimal lifting (up to 15 pounds) for handling files, supplies, or promotional materials.

As a dynamic organization, business needs and priorities change from time-to-time. As a result, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employment-at-Will: Employment at Netwatch Group is at-will and for no specific duration. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

Equal Employment Opportunity: Netwatch Group is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, ethnicity, religion, color, sex, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, marital status, uniform servicemember and veteran status, pregnancy, over 40, disability, protected medical condition, genetic information, domestic violence victim status, political affiliation, or any other protected status in accordance with all applicable federal, state, and local laws. Nondiscrimination will apply to all aspects of the employment relationship, including hiring, discipline, termination, promotions, transfers, reductions in force, compensation, benefits, and training.

Reasonable Accommodation: Netwatch Group is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and hiring process. If you need assistance or accommodation due to a disability, please contact us at [e-mail].

Background Check Disclosure: candidates who have been extended an offer of employment for this position may be subject to a background check and/or drug screening as part of the hiring process.