Agente de Monitoreo

About the role

The Monitoring Agent ensures continuous surveillance of alarm systems, video‑surveillance networks and vehicle‑tracking platforms, responding promptly to incidents according to established protocols. The role provides technical support to internal and external clients, maintains accurate records, and escalates events that require further intervention.

Key responsibilities

• Monitor alerts, signals 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 on security equipment.
• Manage urgent events, perform verification calls, and notify or escalate situations following protocol.
• Log 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 handle administrative, documentary or fleet tasks assigned to the Control and Monitoring Center.

Required profile

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

Required skills

• Microsoft Office