• Global Command Center Agent

    Job Location(s) US-TX-Richardson
    Job ID
    2018-2393
    # of Openings
    1
    Category
    Operations
  • Overview

    Based in beautiful Richardson, Texas, 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 Global Command Center Agent with at least 1 year of experience. 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
    • Personal Time-Off
    • Education Assistance Program (Tuition Reimbursement)
    • Access to cutting-edge tools and technologies
    • Innovative, intelligent, collaborative teammates

    Responsibilities

    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 it is imperative that communication and process is flawless during those interactions. The Global Command Center operates 24/7/365 servicing both internal and external clients globally, supporting an array of contacts ranging from emergency situations to technical suppor

     

    The Command Center Agent 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-Safety Answering Points (PSAP) to end-users (Customers).

     

    • Answer inbound calls promptly with emphasis on high quality customer service
    • Answer questions, resolve problems and update 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, third-party trackers, or clients
    • 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 clients, PSAPs, third-party trackers, internal team members and Global Licensees
    • Monitor LoJack tower health and respond to alarms, outages and notifications
    • Monitor other assets and respond to alarms
    • Analyze problem areas and document processes used for corrective action
    • Log and track inquiries and compile client statistics
    • Assist in client training and answering routine questions from clients
    • Perform routine administrative tasks on systems
    • Assist in training new Command Center Agents
    • Miscellaneous projects and duties as assigned by leadership team

    Qualifications

    Must Haves

    • Able to work independently in a secure location
    • Ability to manage contacts calmly with a high sense of urgency during incidents
    • Ability to multi-task, using telephones and multiple computer systems simultaneously, in a high-paced, high-stress environment
    • Able to work assigned schedule
    • PC literacy and proficiency with Microsoft Office application
    • Strong written and spoken communication skills
    • Strong customer service orientation
    • Pass comprehensive background and FBI/criminal history checks and drug screening within 30 days of job offer

    Strong Pluses

    • Experience with systemic problem analysis and problem solving practices
    • Basic technology troubleshooting skills
    • Two years’ experience in EMS/Fire/Police Dispatch, Public Safety Field Operations, Public Administration, Emergency Services, Emergency Management, or related field
    • Knowledge of incident response protocols and critical thinking skills
    • Familiarity with emergency communication protocols & processes
    • Public Safety Telecommunicator Course and/or Emergency Medical Dispatch trained/certified from APCO, AEMD, or other Nationally accredited organization

     

    If you are a talented Global Command Center Agent with at least 1 year of experience 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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