Remote Monitoring Specialist
About the position Innovate Remotely This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. Your Impact The primary purpose of this position is to help maintain the physical security and safety of stores through remote monitoring and alert response and partnering with the Remote Monitoring Supervisor to conduct reverse investigations and address opportunities when identified. The principal purpose of this position is to serve as the first point of contact for all incoming alerts and will be responsible for responding appropriately, as well as escalating when necessary. This position will facilitate the information cascade to the Remote Monitoring Supervisor and Remote Monitoring Analyst on a daily/weekly basis to include technology deficiencies, trends identified, and other opportunities for resolution. This individual will be required to complete through and timely incident reports to store/field SSC teams through a case management platform, as well as communicate high-level incidents to appropriate persons when required. This role works closely with the Remote Monitoring Supervisor, Remote Monitoring Analyst and Physical Security Manager to identify and proactively address needs and opportunities, as well as provide immediate support in response to incidents in the field. Responsibilities • Review and respond to all incoming alerts in alignment with defined service level agreements • Complete visual verification for store alarms (Fire and Burglar) using CCTV when necessary • Conduct timely reverse investigations of alerts and escalate to Remote Monitoring Supervisor if necessary • Follow all rules and guidelines during remote interactions • Escalate incidents/situations to Remote Monitoring Supervisor when required • Provide thorough documentation of incidents using case management platform and notify required store/field/SSC teams of high-level incidents • Conduct “hot spot” monitoring and provide summarized reports of findings • Identify opportunities with technology, systems, policies, and procedures, etc., and escalate to Remote Monitoring Supervisor or Physical Security Manager • Recognize trends in overnight activity and remote to Remote Monitoring Supervisor or Physical Security Manager • Maintain up-to-date knowledge of all safety and security policies and procedures, as well as 3rd party security post orders and Fire Watch requirements • Conduct visual verification of store preparation prior to major incidents (civil unrest, severe weather, etc.) • Review store conditions of store following major incidents (civil unrest, severe weather, etc.) • Assist with field efforts being executed overnight when needed (i.e. Law Enforcement operations, ORC activity, etc.) • Maintain up-to-date training (case management platform, CCTV, policies and procedures, required training courses, etc.) • Assist with facilitating 3rd party security / Fire Watch coverage when necessary Nice-to-haves • Bachelor’s degree • LPC/LPQ qualification • 3 years Retail or professional environment in LP • 3 years multi-store big-box retail experience • Experience with managing teams in a fast-paced, ever-changing environment • Demonstrated experience detailed report-writing • Experience conducting quality reviews/audits • Experience in using physical security systems (CCTV, EAS, etc.) • Completion of a certified training program (Wicklander-Zulawski or Reed training)