Global Security

2 weeks ago

Quiapo District, Philippines JPMorgan Chase & Co. Full time $40,000 - $60,000 per year
Job Description

Job responsibilities
  • Provide first-tier intake of all calls into the monitoring center and conduct initial triage and troubleshooting efforts, either rectifying the issue or routing it to the appropriate resource.
  • Ensure all incidents are effectively escalated and managed at each location.
  • Conduct basic troubleshooting of device outages to aid in speedy resolution and informed service escalation.
  • Report any false or problem incidents to the necessary department for corrective action and resolution, fostering positive relationships with vendors.
  • Assist the Alarm Monitoring Centre (AMC) Associates and Vice President with producing documentation to support AMC operations.
  • Ensure all Standard Operating Procedures (SOPs) are followed correctly and any changes are implemented efficiently.
  • Conduct critical alarm testing quarterly and take ownership of any faults identified to manage them through to completion.
  • Provide guidance and expert knowledge to new starters within the AMC.
  • Become skilled in new computer applications and systems as they are introduced by the firm.
  • Positively engage in out-of-hours staffing issues by being contactable via email and telephone.
Required qualifications, capabilities, and skills
  • At least 2 years of previous experience in a call center environment or similar role.
  • Excellent communication (both written and oral) and organizational skills.
  • Proven experience leading and managing a team while fostering teamwork.
  • Ability to prioritize workloads in a fast-paced, changing environment and meet tight deadlines.
  • Working knowledge of physical security technologies and devices such as access control and video.
  • Excellent computer skills, with the ability to navigate multiple systems and utilize search tools.
  • Ability to learn new applications quickly.
  • Typing speed of 40 WPM.
  • Exceptional customer service skills.
  • Ability to talk/listen on the phone while performing other duties such as typing, proficiency in speaking, reading, and writing English clearly.
  • Reliable attendance and flexibility to work weekends or other shifts.
Preferred qualifications, capabilities, and skills
  • Ability to be cleared for customer-specific clearance requirements through bank and FBI background checks.
  • Interest and ability to obtain appropriate knowledge to manage the tasks outlined.
  • Experience working in a Security Operations office environment within the banking industry.
About Us

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