• Command Center Agent

    Job Location(s) US-MA-Canton
    Job ID
    2018-2153
    # of Openings
    1
    Category
    Operations
  • Overview

    Based in beautiful Canton, Massachusetts, we are CalAmp, the pure-play pioneering leader of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace. Currently, we are seeking a Command Center Agent. This is an exciting opportunity for those who wish to work for a stable, well-established company that builds transformational technologies within the revolutionary domain of IoT.

     

    We believe that people are our greatest asset and we are committed to being an employer of choice in our industry. CalAmp offers an engaging and diverse work environment that permits our people to take pride in their contributions and share in the company’s success. Our employees can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a global team that develops revolutionary technologies. We proudly offer the stability and security of a large publicly-traded tech company without the rigidity and red tape.

    In particular, we offer:

    • Meaningful work with the potential to disrupt an entire industry
    • Visionary leadership
    • Excellent compensation packages
    • An extensive suite of medical and retirement benefits
    • Flexible time off policy and accommodating work schedules
    • Education Assistance Program (Tuition Reimbursement)
    • Access to cutting-edge tools and technologies
    • Innovative, intelligent, collaborative teammates

    The Global Command Center requires experienced agents with the background and credentials needed to effectively execute, administer and operate; Technical, Administrative, Stolen Vehicle and Incident Response communications. The Global Command Center will frequently have direct contact with Law Enforcement agencies or Public Safety/Service personnel and is imperative that communication and process is flawless during those interactions. The Global Command Center operates 24/7/365 servicing both internal and external customers globally supporting an array of contacts ranging from emergency situations to technical support.

    Responsibilities

    The Command Center associate will be responsible for incident response administration activities including but not limited to, inbound telephone calls, gathering information for each incident, documentation of systems, incident response dispatch activities, outbound telephone calls and case management. Contacts will range from Public-SafetyAnswering Points (PSAP) to end-users (Customers).

    • Answer inbound calls promptly with emphasis on high quality customer service
    • Answer questions, resolves problems and updates information in systems as required
    • Answer inbound calls regarding stolen assets
    • Answer inbound emergency calls and respond as required
    • Gather the necessary information for communication to PSAPs, Law Enforcement Liaisons or third party trackers
    • Verify the location of the stolen asset and communicates to PSAPs, Law Enforcement Liaisons or third party
    • trackers – assist as required during search and tracking
    • Frequent communication with customers, PSAPs, third party trackers, internal team-members and Global Licensees
    • Monitor LoJack tower health and respond to alarms, outages and notifications
    • Miscellaneous duties as assigned by supervisors/coordinators

    Qualifications

    Must Haves

    • Associate Degree OR 3 years of relevant experience
    • Familiarity with emergency communication protocols & processes
    • Ability to manage contacts calmly with a high sense of urgency during incidents
    • Ability to multi-task in a very high-paced environment
    • Emergency Communications Officer Course, Emergency Medical Dispatch, and CPR trained / certified
    • Knowledge of incident response protocols and critical thinking skills
    • Ability to work with minimal supervision
    • Experience with systematic problem analysis and problem-solving practices

     

    Strong Pluses

    • Proficient with Microsoft Office
    • Familiarity with emergency communication protocols & processes
    • Ability to manage contacts calmly with a high sense of urgency during incidents
    • Ability to multi-task in a very high-paced environment

     

    If you are a talented Command Center Agent and an interest in the Internet of Things domain, we want to speak with you. Interviews are occurring this week and next so apply now if interested.

    #LI-JN1

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