Muntinlupa City Jobs Urgent! Technical Support Representative- Alabang Position at IBEX Global Solutions (Philippines) Inc.

Job Info

Company	IBEX Global Solutions (Philippines) Inc.
Position	Urgent! Technical Support Representative- Alabang
Region	Muntinlupa City
Career Level	1-4 Years Experienced Employee
Work Experience	4 years
Qualification	Not Specified
Type of Work	Full-Time
Minimum Salary	PHP 28.000
Maximum Salary	PHP 33.000

Primary Skillset needed:

• Permit and False Alarm Management
• Account Creation (includes cancellation)
• Account Maintenance (includes video requests)
• Audit Services

Overview 

The Security Account Administration Coordinator is responsible and accountable for maintaining confidential customer information, creating, and maintaining end user accounts, as well as providing exceptional customer service. This includes written and verbal contact with internal and external customers, and various authorities such as police, fire, and commercial loss prevention departments.

Responsibilities 

Each Coordinator is assigned a primary category within the team of either Account Creation/Cancellation, Account Maintenance, Permits, or Audits. While a coordinator may work within several of these categories during their shifts, their primary category will be the majority of their work.

Permit and False Alarm Management 

Customer solution which offers our client as the manager of all local municipalities permits for the customer’s locations our client monitors by following all directives and payments required to the authority to ensure they will response when an intrusion alarm is activated. In addition, the customer may choose to have our client manage all false alarm they receive through investigation, review of ordinances, challenges and payments if needed.

· Contact local authorities to determine permit requirements and renewal options.

· Research the Manitou Account on False Alarm claims to determine if they should be challenged with the authority or paid.

· Work with Account Payable to arrange payment.

· Using a designated system of record for Invoicing, placing all customer facing charges on record to recoup what our client has paid out.

· Follow up with customers owned dependencies related to permits and false alarm management.

· All work is documented into our Oracle system for record keeping purposes.

· Staying ahead of renewal dates by at least 2 weeks to determine to renew before the account goes past due.

· The Account Administration Coordinator who starts a permit and/ or false alarm action item (opened as an SR) are ultimately responsible to see the action item to conclusion and/ or get reassigned appropriately.

Account Creation 

Work within Manitou software to create accounts – Each account Creation request has an OLA of 5 days, although often we are asked to turn around within 1 day.

· Receive information via Playbook or Oracle Service Request for variety of systems including but not limited to Fire, Intrusion, Interactive and Network.

· Search our authority database within Manitou and place the proper authorities on accounts.

· Create customized Action Patterns on how alarms will process within the Manitou software.

· Assign correct transmitter type and language the alarm panel will communicate in.

· You will work with the Installations department to test sites and approve for monitoring by the iSOC.

Account Maintenance  

Work within an Oracle Ticketing System to maintain account information – OLA on most requests received below are 48 hours.

· Work within several portals including Security Manager, Virtual Keypad, Bosch and Compass to access a variety of alarm panels.

· Add, update, and delete the following on Customer Accounts within Manitou and correct additional portals.

· Schedules

· Contact and Call List

· Password and Codes for Alarm Users

· Action Patterns

· Any additional information points requiring update.

Video Requests – additional service we provide for our customers who wish to review certain events at their location and/or police jurisdictions requiring the video.

· Pulling video from customers’ DVR for time or incidents requested.

· Emailing or sending by mail/FedEx it to Loss Prevention or Police upon authorized request. 

· Programs needed for this are CSHD Lite, IVMS 4200, Hightail or DropBox.

Account Cancellation

· Removing Services within Manitou from an account, or deactivating account in its entirety.

· Canceling of services with 3rd party Vendors by logging into their portals as needed when deactivating services or full accounts currently being monitored.

Audit Services

Customer solution which offers for our client to review live or retrieved video at commercial businesses to answer customer selected questions and provide visual support to assist in the investigation of compliance to customers’ company rules of their locations and employees.

· Questions range from cash handling, cleanliness, interaction with customers to OSHA compliance. 

· Programs used for this are Manitou and Audit Manager which includes a predetermined form and location for supplying pictures of observations.

Additional Duties

· Phones – all coordinators will be answering incoming calls for maintenance items, primarily requests for code update changes that will be entered into the Security Manager form. 

· Mail – getting the daily mail to sort through and scan in to make a service request.

· Other tasks and duties assigned by Management.

Qualifications 

· High-School diploma

· Proficient in Microsoft Office programs including Excel, Word, and Outlook.

· Proficient in Manitou Automation Software CRM/CSHD experience preferred.

· Familiarity with Police/Fire ordinance compliance preferred.

· Data entry experience/ Security Industry Experience preferred. 

· Must be dependable, analytical, accurate, and detail orientated.

· Must have excellent oral and written communication skills.

· Strong interpersonal, written, and verbal communication skills.

Apply for Work

Company Description

Company Info

• Industry: Call Center/IT-Enabled Services/BPO
• Company Size: 2001 - 5000 Employees
• Average Processing Time: 3 days
• Benefits & Others: Dental, Miscellaneous allowance, Medical, Loans, Casual (e.g. T-shirts), Program Incentives and Allowance