Systems Monitoring Specialist

SYSTEMS MONITORING SPECIALIST

GATEKEEPER SYSTEMS, INC.

Foothill Ranch, CA

Gatekeeper Systems stands proudly as the foremost global leader in retail loss prevention, operations management, and analytics, with our headquarters based in Foothill Ranch, California. We maintain a strong presence across the globe, with offices in the UK, Australia, China, Hong Kong, Germany, France, and Canada, fostering a diverse team of 450 talented employees. Over the past 25 years, Gatekeeper Systems has been at the forefront of the industry, demonstrating our commitment to excellence through cutting-edge technologies and unparalleled customer service.

Join us on our journey as we continue to revolutionize the retail sector, providing innovative solutions and services that redefine industry standards.

We are seeking a Systems Monitoring Specialist to join our Global Technical Support team in Foothill Ranch, California, to support our global operations. As a Systems Monitoring Specialist, you are detail-oriented, tech-savvy, and passionate about customer service. You have the ability to work on multiple, concurrent, rapid projects which require timely, thorough, well-prioritized, and swift resolution, delivering results our customers and team members rely upon. This role is responsible for intaking alerts from the Company's connected devices in the field. You provide Tier 1 support to remotely correct the fault or identify the fault and work with our Customer Experience Team on a solution to correct the issue. The Systems Monitoring Specialist monitors all open cases and reporting to ensure a timely and correct resolution, as well as provide training and support for all monitoring systems.

WHAT WE OFFER...

Join the team at Gatekeeper Systems and watch your career grow! We offer competitive compensation and benefits packages that include:

• Attractive Total Compensation Package
• Flexible hybrid work schedule
• Comprehensive healthcare benefits including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options.
• 401(k) Plan with Employer Match
• Generous Paid time off policy
• Observance of 11 paid company holidays

ESSENTIAL JOB FUNCTIONS

• Work under the supervision of the Technical Services Department
• Monitor, train, support, and oversee the Company's monitoring systems
• Open cases and perform Tier 1 support on system alerts
• Call customers to provide remote troubleshooting and diagnostics to resolve system alerts.
• Provide service plans and direction to the Customer Experience Team so service can be dispatched
• Interacts with and supports the Gatekeeper team via telephone, email, online chat, or in person
• Identifies, investigates, and resolves problems revealed during systems monitoring
• Manage the case queue and system reports to help drive services to completion
• Take and follow through on directions and instructions
• Adhere to the Company's standard operating procedures

QUALIFICATION REQUIREMENTS

The requirements listed below are representative of the knowledge, skill and/or ability required.

• Uses available resources to evaluate potential solutions
• Asks questions to clarify a situation
• Capable of performing multiple tasks in a fast-paced environment
• Able to adapt to changing work environments, work priorities and organizational needs
• Pays close attention to detail, accuracy and completeness
• Highly organized and efficient
• Ability to take directions and follow through on instructions
• Customer focused and a problem solver
• Strong communication and collaboration skills
• Proficient computer skills with the ability to learn new software
• Professional and pleasant verbal and written communication skills
• Technical experience preferred.
• Basic excel skills.
• Customer service experience preferred.

EDUCATION AND/OR EXPERIENCE

• High school diploma or equivalent
• Minimum 3 years' experience in Systems Monitoring, Customer Experience with IT/Camera/Security Systems
• Experience in troubleshooting devices remotely
• Experience in handling cases/calls including dispatching preferred
• Experience with ticket/work order management systems preferred
• Proficient in Excel, Power BI, Outlook, and other Microsoft products preferred

DISCLAIMER

This Job Description is a general overview of the requirements for the position. It is not designed to contain, nor should it be interpreted as being all inclusive of every task which may be assigned or required. It is subject to change, in alignment with company/department needs and priorities. Presence of the job description or role does not guarantee employment.

Gatekeeper Systems, Inc., is an equal opportunity employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture, and background. We strongly encourage applications from candidates who demonstrate that they can contribute to this goal. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any protected basis.