Incident Support Specialist

Company: Protos Security

Title:Incident Support Specialist

Location: Daleville, VA

Position Overview & Responsibilities

The Incident Support Specialist is the agent responsible for documenting and communicating incidents between Protos and its clients and vendors in a timely, professional manner. The Incident Support Specialist position will be based in the Daleville Service Center and will report directly to the Dispatch Support Manager.

The Incident Support Specialist’s core responsibilities will include the following:

· Listen to audio recording and transcribe them into proprietary software.

· Edit mobile app reports, ensuring proper grammar and punctuation.

· Ensure accuracy of guard reports and software generated information

· Label/send incidents in accordance with internal policy and client directives.

· Initiate escalation of incidents when necessary

· Communicate with chain of command for any identified issues.

· Communicate with vendors/clients relating to incidents as applicable.

· Additional duties as directed by management.

Education, Skills, and Experience

· Excellent written and verbal communication skills.

· Advanced knowledge of basic office applications and ability to learn new proprietary software.

· Strong problem-solving and analytical skills.

· Excellent prioritization and time management skills.

· Strong collaborative and leadership skills.

· Process driven, detailed oriented and highly organized.

· Strong organizational and planning skills.

· Excellent time management skills and ability to multi-task and prioritize work.

· High school diploma, or equivalent, required.

Travel Travel is not required.

Position Type Full-time or Part-time, Non-Exempt

Shift 1st, 2nd or 3rd ; weekdays and/or weekends

Function Operations

Compensation

Compensation includes base salary and a discretionary, performance based year-end bonus. The Company offers a competitive benefits package including medical, dental, vision, disability, 401(k), PTO, etc.

Relocation

No relocation packages or reimbursements are available for this position.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Protos Security (Single Source Security, LLC) is an equal opportunity employer and encourages all qualified candidates to apply.

Job Type: Full-time

Pay: $15.50 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Weekends as needed

Education:

• High school or equivalent (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Daleville, VA 24083 (Required)

Ability to Relocate:

• Daleville, VA 24083: Relocate before starting work (Required)

Work Location: In person