Senior Video Analyst

ECAM is looking for talented individuals like you! Be the next Senior Video Analyst .

As our Senior Video Analyst, you must have an eye for detail and a passion for customer service. ECAM is growing rapidly, Senior Video Analyst serves as the Technical and Execution Lead, providing on-floor subject matter expertise and technical guidance. The SVA manages complex investigations, supports daily queue operations, resolves escalated issues, ensures real-time quality containment, and enables peers through coaching and knowledge sharing. The role requires strong attention to detail, sound judgment, technical proficiency, and effective communication to ensure accurate, efficient, and consistent video review operations.

Job Highlights

• -Day 1 HMO for you and two (2) of your dependents.
• -Annual and Performance Based Salary Increase
• -Additional Leave Credits

Duties & Responsibilities

Case Triage/Assigning

• Inputting all required details in SF Case (Account name, Sub-type, Problem code, etc)
• Responsible for handling cases that are complex to triage.
• Validating information (location, date, time, camera, NVR name, etc)
• Sending case confirmation and permission request if requestor is not authorized
• Identify if request is/has duplicate or related case
• Inputting important comments/notes/instructions
• Strategically assigning cases to Video Analysts based on their workload, skill set, and case complexity

Video Review Request and Incident Reports

• Processes complex incidents onto queue systems (Salesforce)
• Review full motion/analytics/Immix Alarms (Range multiple cameras) (Range multiple days/hours) (Range multiple softwares)
• Download/Export/Compile/Upload needed footage (Range multiple cameras) (Range multiple days/hours)
• Create ticket/validate ticket for camera/NVR/recording issues
• Securely back up all associated files/NVR Clean up from downloaded footages
• Final report with all findings on appropriate parties
• Creating follow up investigation (QA) case if required
• Processes SVIR including complex incidents and validation to identify invalid/valid incidents

Case Reponses, Managing On Hold Cases, and Call/Voice

• Replying back to customers/stakeholders, IT, AE/CSM, Client, RS (On Hold, Open/Close Response) through Salesforce email
• Inbound/Outbound calls with customers/stakeholders
• Creating new cases for additional or new requests
• Follow through with Video Analyst
• Re-activation of media links
• Updating Case details/information/comments/notes
• Validate daily with updates from IT, AE/CSM, Client, RS, Stakeholders
• Forwarding to appropriate departments/stakeholders if required

Video Review Administrative Tasks and Others

• Buddy checks representative on completed cases
• POC of the supervisors and manager
• Video Review representative to monitoring center
• Facilitate training with new hires including revalida and nesting certification support
• Daily queue management such as assigning and flagging cases based on priority level, category, case age status
• Consulted on process changes and process improvement initiatives.
• Manage SLA performance (Footage Request and Incident SLA) through collaborating with supervisor and manager
• Initiate and trigger coaching request session
• High-level Leadership weekly meetings

Qualifications

• High school diploma or equivalent required
• Previous experience in customer service or related role preferred
• Passed and completed the course-up training in Video Review
• Certified in per vertical/Line of Business (LOB) of ECAM
• Certified as a Video Review Analyst
• Ability to maintain the highest level of confidentiality
• Is familiar with working the third shift as this department is 24/7
• Amenable to working in the office as this is a work-on-site setup in select locations
• Detail oriented to ensure that all work performed is of the highest quality and meets all internal and external policy and procedural requirements.
• Ability to work closely with others
• Computer literate and excellent knowledge of video software
• Ability to follow written and oral instructions
• Adequate spelling and grammatical skills
• Ability to learn new software and procedures quickly
• Ability to compose detailed incident reports
• Ability to manage time and multitask in a fast-paced environment
• Self-motivated

• Why join ECAM ?
• At ECAM , we invite you to make a difference. Take over a position that creates community impact.
• Get to work with skillful team members and experience limitless growth.
• Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.