Job Description

SONITROL, a recognized leader in security since 1960, specializes in advanced alarm systems that combine audio detection technology with electronic monitoring to deliver highly effective protection solutions. As an Audio Alarm Technology Specialist, you will serve as a critical part of that mission by monitoring, processing, and responding to SONITROL alarms and related activity in accordance with established procedures. You will handle inbound calls, support customer needs, and collaborate closely with team members and internal resources to ensure timely and accurate resolution of security events. This position offers an opportunity to contribute to a trusted, technology-driven organization while developing strong communication, problem-solving, and teamwork skills in a fast-paced environment.

Location

On site in Syracuse, NY

Available Positions

• Full-Time

Start dates Available

• August 2026

Salary Range: $25 HOURLY

Responsibilities

• Successfully complete all required training and follow company protocols and procedures.
• Multitask and remain calm in various stressful situations.
• Provide detail-oriented customer service and empathetic support to our customers with a sense of urgency.
• In a call center setting, handle alarm activations for residences and businesses in a professional manner.
• Process SONITROL audio-based and integrated video alarms.
• Respond to, verifies, and dispatches on emergency signals.
• Process outbound calls to customers and authority agencies.
• Escalate system issues to Supervisors/Leads whether customer or workspace related.
• Conduct work in accordance with company and departmental guidelines, policies, and procedures.

Knowledge and Skills

• Proficiency of the Microsoft Office suite software.
• Basic business writing and etiquette and knowledge of company email software.

Qualifications

• Associate degree, equivalent Military, or 2+ years of relevant work experience in customer service.
• Proficient computer, written, and verbal skills. Comfortable using a headset in a high call volume setting.
• Successfully clear drug screen and background check to meet industry and security licensing requirements.
• Ability to be licensed in all required areas and obtain Department of Defense security clearance.
• Maintain a Quality Assurance average score of 90% or higher.

Working Conditions

Work is performed onsite in an office environment; business appropriate attire is required. Employees may be subject to some lifting, occasionally 11-25 lbs.

Equipment Use

Ability to use general office equipment.

What awaits you at Rapid Response

• Annual salary increases, shift differentials, and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for bilingual in Spanish
• Paid Vacation and Sick Time
• Wellness Program + Wellness DAYS OFF
• Internal advancement opportunities

About Rapid Response

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

Additional Information

Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. Rapid Response is an Equal Opportunity Employer.

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