Crime Fighting Team / AI Overseer / Customer Support

At Watchful, we’re passionate about stopping crime. As a part of our Crime Fighting / AI Overseer / Customer Support Team for Watchful, you will be on the front lines, using cutting-edge technology to prevent criminal activities. Crime never rests so we’re a 24/7 operation with all of our agents doing their share of night and weekend shifts. You must be detail-oriented and have a keen eye, much like Sherlock Holmes, as you liaise with the Police and emergency services to provide real-time updates and evidence. Additionally, you will provide technical support to our customers worldwide, ensuring they’re equipped to stop crime wherever in the world they’re located. We are looking to hire for a full-time role. If you have a strong sense of justice and want to feel like you’re making a difference at work, please consider applying.

Responsibilities:

• Respond to camera activations and action alerts.
• Prevent incidents and protect customers using our advanced AI platform, Quill.
• Liaise with the Police and other emergency services, providing crucial information and updates.
• Ensure high standards of customer service and maintain strong communication with external stakeholders.
• Provide technical support to customers, troubleshooting and resolving issues related to our AI platform.
• Continuously improve customer experience and contribute to the growth and innovation of our team.
• Key Performance Indicators (KPIs):
• Response times to camera activations.
• Customer Net Promoter Score (NPS) aiming to surpass Apple’s score of 72.
• Customer Satisfaction Score (CSAT).

What We’re Looking For:

• Cultural Fit: No prima-donnas. You should positively impact our culture and have a great attitude.
• Grit: working 12-hour overnight shifts is not for the faint-hearted
• Learning Orientation: A strong desire to learn and grow.
• Skills: Ability to perform the role effectively.
• Experience: Relevant experience is a plus, but a great attitude and willingness to learn are more important.
• IT Background: A background in IT is advantageous but not essential.

About You:

• You are a highly skilled communicator who excels in customer service and technical support.
• You are driven, ambitious and eager to bring new ideas and contribute to our success.
• You have the right to work in New Zealand and hold a restricted or full NZ Driver’s license.
• Your English communication skills, both written and verbal, are excellent and non-negotiable.
• You are confident in your telecommunication skills and proficient with PC or OS systems.
• An IT/ Monitoring background is beneficial but not essential; a willingness to learn and adapt is crucial.

Benefits and Perks:

• Competitive Wage Range of $25-28/ hr depending on experience and qualifications
• Shift work schedule.
• Leadership development program with modules on various personal and professional development topics.

Employer Questions:

• Your application will include the following questions:
• Which of the following statements best describes your right to work in New Zealand?
• How many years of experience do you have as a Customer Service Representative?
• How would you rate your English language skills?
• Do you have a current New Zealand driver’s licence?
• This role is open to both part-time and full-time applicants and is an on-site (Auckland CBD) role.

Please note: A brief, 1-2 paragraph cover letter is required for this application. This role involves working nights, monitoring security cameras, and providing beta feedback on our product. In your cover, please be sure to include the following:

• Please explain how your particular skills and mindset would make you an excellent candidate for this role.
• Are you interested in the part-time role, full-time role, or both?
• Please explain how your current situation aligns with a job working nights and weekends.