Summary of job duties and responsibilities:工作简述 This position is responsible for handling emergencies alarm incidents, both inbound and outbound calls within 24/7 monitoring operations center. 负责每周7天/24小时在线轮班处理紧急警报事件。 Key Accountabilities: 关键责任 1.Attend to all emergencies alarm signals and despatch within the expected response time base on the alarm priorities and standard operating procedures,关注紧急报警信号，并根据警报的优先处理次序和标准操作流程在规定的响应时间内做出反应 2.Meet with the customer service level, achieve individual key performance indicator and exceed the customer satisfaction达到客户服务标准， 达到个人的绩效考核指标并超越客户的满意 3.Maintain discipline and sense of urgency during working operations工作中严格按照操作流程和守则操作 4.Record the detail customer request, alarm incident and operator dispatch action accurately in the Mastermind system 详细记录客户的要求、警报事件，并在系统中正确输入
Primary duties and responsibilities:主要的职责 1. Monitor and attend to emergency alarm signals and events based on the alarm priorities, standard operating procedures. Ie. fire, burglary, medical event etc 监控/关注紧急报警信号和事件（基于警报优先次序，标准操作流程）如：火警，入室行窃， 医疗状况等 2. Attend to incoming customer’s calls within 3 rings.铃响三声内，接听客户来电 3. Trouble shoot customer request for technical assistance为客户提供技术支援 4. Provide excellent and the fastest the one stop customer service support to customers and field technicians . 为客户和现场服务人员提供快速和高质的一站式服务 5. Despatch and /or escalate the emergencies customer request and alarm incident to the appropriate parties for “think on the feet” response 将紧急的客户要求和报警事件的信息第一时间准确地传递到相关部门 6.Other ad-hoc duties as assigned by immediate superior.主管分配的其他任务 Experience/Qualifications Requirements: 1.New graduates, major in electrical engineering /Computer Science related .应届毕业生,主修电子工程或计算机专业或相关专业 2.Patient and helpful 耐心,乐于助人 3."can do" mindset and hard working, can work under high pressure "能行"和努力工作的态度,能承受工作压力 4.Good communication and interpersonal skill 良好的沟通和人际交往能力 5.Fluent in oral English preferred 能说流利的英语优先考虑 6.Possess good PC skills 掌握基本的计算机操作 7.Good team player and able to work in a fast-paced environment. 良好的团队合作，能够适应快节奏的工作 8.Can adapt shift duty.能适应翻班工作时间
