Agente de Monitoreo

About the role

The Monitoring Agent ensures continuous surveillance of alarm systems, video cameras and vehicle‑tracking platforms, providing timely support to internal and external clients. The role operates from a control centre, handling alerts, calls and coordinating actions according to established protocols.

Key responsibilities

• Monitor signals, alerts and events generated by alarm, video‑surveillance and GPS‑tracking systems, including vehicle locations and route tracking.
• Answer calls related to alarms, incidents, inquiries and tracking requests, offering basic technical guidance.
• Manage emergencies with urgency, perform verification calls and escalate situations following protocol.
• Record all alarms, incidents, calls, verifications and actions, and follow up on open cases until resolution.
• Coordinate with clients, shift supervisors, security personnel and other departments for events requiring additional intervention.
• Assist with the receipt and distribution of parcels and perform administrative or fleet‑related tasks assigned to the control centre.

Required profile

• High‑school diploma; technical or university studies are a plus.
• Experience in customer service, contact centres, phone support, security, logistics or similar operational roles.
• Basic computer literacy, email use and familiarity with Microsoft Office.
• Ability to quickly learn alarm, video‑surveillance, GPS‑tracking systems and case‑recording tools.
• Effective communication, attention to detail and the capacity to stay calm under pressure.
• Responsibility, confidentiality and availability for rotating shifts.

Required skills

• Computer operation
• Microsoft Office
• Email usage