Surveillance and Response ControllerCurrently seeking a Surveillance and Response Controller for a leading tracking company based in Durban.Duties & ResponsibilitiesALERT (INCIDENT) MANAGEMENTAll Alerts: Establish contact with the client, investigate the alert and resolve/refer/escalate accordingly.Attend to both General and Bureau alerts on the ERP Systems.Attend to all alerts within max 5-7min prior to alert escalation.VEHICLE ENROLMENTSEnrol vehicles as per on-boarding document from KAS department when required.Vehicle recovery coordination.Coordination of stolen/hijacked vehicle recoveries with response teams.Assist with information for the compilation of recovery reports.Refer to Supervisor if situation indicates.FAULT REPORTINGReport technical faults to EOS Department.Report engineering faults to Engineering Department.Report account queries to KAS Department.AUTOCAM ANALYSIS AND REPORTINGMonitoring of incidents generated by the User Interface (UI) and viewing and analysing of the footage captured by the Autocams.Maintain the 24-hour Service Level Agreement in place with our AutoCam customers (next day reporting).All incidents reported on need to be verified to ensure the quality is suitable prior to distribution of footage to the customer.Screening of different camera views.Updates to the customer user matrix, ensuring that the contact details, including e-mail addresses, are correct.Ensure the daily activity report is completed and e-mailed to your supervisor by close of business each day.Screen AutoCam footage for specified offenses according to client specifications.Confirmations of flagged footage prior to submitting to client.Submitting surveillance footage to client.AUTOFUELChecking and validating all daily AutoFuel incidents and providing a report to the customer.Maintain the 24-hour Service Level Agreement in place with our AutoFuel customers (next day reporting).Ensure the correct data is received and the fuel sensors are working correctly.Provide courtesy calls to ensure the customer is receiving the best service and correct reports.QUERY MANAGEMENTAttend to all customer queries as per Code of Practice for each specific query.Escalation of queries to relevant departments if required.Escalation of difficult/unique queries to Shift Supervisor when required.REPORTSReports done by Shift Supervisor.Assist with reports when required.ADHOC ASSISTANCE TO SCHEDULING & KAS DEPARTMENTSAssist Scheduling Department with scheduling or re-scheduling bookings.Assist KAS Departments with enrolling of vehicles or as otherwise required.Assist with health checks on units.DEPARTMENT MAINTENANCE & ADMINISTRATIONPhone line test – 6 hourly.Speed verification report – 6 hourly.Desired Experience & QualificationMatric.Excellent command of the English language; a second language would be advantageous (Afrikaans, Zulu, Xhosa, etc.).Excellent attention to detail (emergency responder) and impeccable time management (shift work).Package & RemunerationStart Date: ASAPR7,500 per month including a R1,000 shift allowance per month, which covers any shift that falls on a Sunday and/or Public Holiday. R500 medical aid contribution.Hours: 12-hour shifts – 2 x day shifts, followed by 2 x night shifts, followed by 4 x days off.Interested?Please apply via PNET.
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