Operations & Client Support Specialist

Job description

Location: Johannesburg, South Africa, in office

Working hours: 09:00 – 18:00 with a one-hour lunch break

Contract duration: 3-month initial contract (possibility of extension or permanent placement)

Start date: Immediate

A leading security solutions provider is seeking a proactive and detail-oriented individual to join its operations team. The role focuses on ensuring that clients—particularly within construction, corporate, and industrial sectors—experience seamless setup, reliable performance, and consistent value from their remote monitoring systems.

Success measures

• Reduction in client-reported issues and downtime
• Timely and effective maintenance scheduling
• Accuracy and clarity of performance and site reports
• High client satisfaction and retention across monitored sites

Key responsibilities

System setup and support:

Assist with the setup and integration of new client systems, ensuring all cameras are correctly installed, configured, and connected for remote monitoring.

Performance monitoring:

Verify that deployed cameras are functioning correctly, aligned accurately, and capturing the intended coverage areas.

Maintenance coordination:

Schedule preventative maintenance or battery replacements based on device performance, uptime reports, or system alerts.

Issue investigation and resolution:

Proactively identify and resolve camera triggering, connectivity, or functionality issues before clients raise them, escalating to technical teams where necessary.

Footage retrieval:

Retrieve and share relevant footage for clients in response to incidents, alerts, or investigations.

Site documentation:

Maintain up-to-date records of site layouts, camera placements, and configuration changes-particularly on dynamic or evolving construction sites.

Reporting:

Collaborate with internal teams to prepare weekly and monthly reports summarising site activity, camera performance, and overall security effectiveness.

Client communication:

Support ongoing client relationships through timely updates, proactive issue identification, and clear communication to ensure system reliability and satisfaction.

Requirements

• Strong attention to detail and situational awareness
• Experience with surveillance or IoT monitoring systems (preferred)
• Technical proficiency in diagnosing and resolving device or connectivity issues
• Excellent communication and documentation abilities
• Highly organised, with the ability to manage multiple client sites simultaneously
• Background in operations, customer support, or field coordination is advantageous

Posted on 08 Dec 12:52, Closing date 6 Feb