Customer Service Representative - Monitoring

Customer Service Representative - Monitoring Job in Richardson, TX

Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks.

Wireless CCTV LLC prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company's range of video surveillance solutions includes:

• Rapid deployment pole cameras

• Mobile surveillance trailers

• Time lapse video services

Position:

WCCTV is looking for a Customer Service Representative - Monitoring to join our fast-paced team. This role involves analyzing alarm activity, identifying patterns, and implementing adjustments to improve system accuracy. You’ll work closely with internal teams and monitoring partners to ensure alarms are effective and reliable. The ideal candidate is detail-oriented, technically skilled, and driven to optimize system performance.

 

Full-time position with work hours of Tuesday through Saturday, 9:00 am to 6:00 pm and located onsite at our U.S. headquarters in Richardson, TX. Must be able to work overtime in evenings, weekends and/or holidays on rotational basis. 

 

Primary Responsibilities:  

• Monitor alarm activity to identify false or nuisance alarms and analyze trends
• Investigate root causes and implement system adjustments to improve alarm accuracy
• Collaborate with field technicians, monitoring partners, and end users to fine-tune system settings
• Maintain accurate monitoring records and system documentation
• Support system audits to ensure compliance with company standards
• Prepare and maintain reports on alarm performance and reduction efforts

 

  

Qualifications: 

• High school diploma or equivalent required. Associates degree in Business or related discipline preferred. Certification or formal training in alarm reduction skills preferred.
• Minimum of 2 to 4 years of previous B2B customer or technical support experience required.
• Previous monitoring and/or alarm reduction specialist experience preferred.
• Previous experience with help desk ticketing applications required. Intermediate knowledge of Microsoft Office, e-mail and related computer software required.
• Effective active listening skills and interpersonal skills required in order to resolve customer issues and escalations.
• Excellent communication skills, both verbal and written, required. Ability to relate and build rapport with customers is vital.
• Strong problem-solving skills, analytical, and demonstration of a proactive approach to addressing customer needs.
• Strong time management, organization and problem-solving skills required. Ability to work under pressure and with shifting priorities is a must.
• High attention to detail and follow-through required

 

Compensation & Benefits: 

• Competitive pay range of up to $21.00 per hour depending on experience and qualifications.
• Company provided medical, dental, vision, short-term disability and life insurance plans.
• 10 days paid vacation (increases with length of service) + seven (7) paid Company holidays.
• 401k Plan with Company match of up to 4% and immediate vesting.

WCCTV is committed to the success of its employees and demonstrates this through our development of people. The successful candidates can expect to receive comprehensive coaching and support through detailed and ongoing internal training programs designed to help grow your own personal success in your career within the Company.

Candidates must already have a work authorization that would permit them to work in the US.

Wireless CCTV LLC is an equal opportunity employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, religion, creed, disability, genetic information, national origin, gender, gender identity and expression, age, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state, or local laws.

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