INCIDENT REVIEW ANALYST

POSITION SUMMARY The Incident Review Analyst is responsible for providing Pro-Vigil customers and Internal Stakeholders with footage analysis, incident details and service excellence, while also maintaining KPI standards in ticket processing and case management. They will leverage their knowledge of products, service delivery & processes, as well as monitoring protocols to evaluate and analyze footage reviews. They will support the organization and Pro-Vigil’s customers by providing objective analysis of video footage while synthesizing and communicating findings in a manner that progresses the organization. ESSENTIAL FUNCTIONS Reasonable Accommodation Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Functions Statement(s) Support internal stakeholders and customers in evaluating video footage in a systematic, complete, and thorough manner . Manage Zendesk Ticket queues related to GPP & Footage Review Ensure tickets are resolved and reviews completed in accordance with SLA timelines Work with CSRs and CSMs in communicating information to the customers and help solve customer issues. Create GPP claim tickets and participate in multiple video chat meetings each week. Oversee the processing of GPP claims, ensure program compliance, and where needed educate customers on program terms and conditions. Oversee, enforce, and refine (via recommendations for improvement) Footage Review & Incident Analysis protocols and procedures. Oversee, improve, and standardize customer communications Ensure customers are being appropriately updated and kept in the loop on open requests Ensure customer messaging is appropriate in context and delivery Maintain & improve Zendesk communication templates/macros. Handle footage review & GPP Claim escalations both internal and customer facing Work with Surveillance Operations/Monitoring leadership to improve RVM service delivery via synthesizing footage review trends and findings Oversee and maintain Incident Analysis and Footage Review KPIs, Dashboards, and reporting Ad Hoc projects or reports as requested by Incident Analysis Supervisor POSITION QUALIFICATIONS Competency Statement(s) Relationship Building – Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration. Customer Oriented – Ability to take care of the customers’ needs while following company procedures. Communication – Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information. Problem Solving – Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions. Ethics – Treat employees and customers with respect. Work with integrity and uphold organizational values. Strategic Planning – Ability to develop and create a culture in which the long-range goals can be achieved. Analyze market and competition and adapt strategy to changing conditions. Accountability – Ability to accept responsibility and account for own actions. Diversity – Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce. Decision Making – Ability to make critical decisions while following company procedures. Change Management – Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work. Business Acumen – Ability to grasp and understand business concepts and issues SKILLS & ABILITIES Education: Bachelor’s degree preferred Requirements: Self-starter Excellent telephone/interpersonal communication skills. Well organized, able to multitask, and comfortable and experienced in contacting and conversing with senior business executives and technical resources Demonstrable ability to collaborate in a team environment and hold yourself accountable to the highest level of standards Great customer service skills such as de-escalating customers and proper email response etiquette preferred Ability to multitask and be detailed oriented Exhibits the ability to prioritize tasks and complete them Desire to be a support resource and advocate for our customers. Achieve daily, weekly, and monthly KPI goals Partner with monitoring and dispatch, accounting/finance, field support teams, marketing team, and territory managers Consistently deliver feedback to Operations teams Daily management and accurate updating of Zendesk and Salesforce Desired Skills and Experience: Customer Support Technical aptitude Strong metrics background Ability to take direction and coaching to develop best practices Excellent writing and communication skills Savvy with technology, systems and platforms