GSOC Operator - Day Shift

Hivewatch; El Segundo (CA); On-site; USD 31,684 - 38,572; Full time

Benefits offered by this job

Comprehensive health coverage

401(k) with company match

Flexible paid time off

Job summary

HiveWatch is looking for a GSOC Operator to manage emergency calls and provide support at our Global Security Operations Center. The ideal candidate will have at least 3 years of experience in a similar role and strong customer service skills. You will use technology to assist clients and respond to incidents efficiently while adhering to safety guidelines.

This role demands strong communication and decision-making abilities, particularly in critical situations. Comprehensive health benefits and a competitive pay range of $23 to $28 per hour are included.

Qualifications

• Minimum 3 years experience in a communications or operations center.
• Strong customer service skills during crises.
• Must be willing to learn unfamiliar technical systems.

Responsibilities

• Support clients through emergency and non-emergency calls.
• Prioritize and make decisions under stress.
• Document communications and events concisely.

Skills

Strong customer service/interpersonal skills

Decision-making under stress

Strong written and verbal communication

Tools

Multiple software platforms

Job description

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.

HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe.

NOTE: This posting is for the day shift (5:00AM - 1:30PM). Please see our other postings for other shift availabilities.

WHAT YOU'LL DO:

An Operator located in the Global Security Operations Center (GSOC) is responsible for proactively supporting multiple clients in diverse locations through the use of best-in-class technology for emergency and non-emergency security operators, incoming call triage, event dispatching, and event-driven notification services 24 hours a day, 7 days a week. In emergency situations, the HiveWatch GSOC directs and coordinates assistance and support for its clients by providing technical and advisory assistance for the performance of essential operational services; the escalation of identified security events, and is the central communication intake point for management, control, and reduction of immediate threats to health and safety.

As a GSOC Operator you will be expected to:

• Represent and display the HiveWatch core principles of customer service and professionalism
• Utilize multiple software platforms and technologies to answer routine and emergency calls, monitor access control alerts and video feeds, open source threat intelligence, and information from mass-communication tools. Dispatch/notify security officers, maintenance, and liaise with emergency 911 centers
• Be able to prioritize and make decisions under stress
• Maintain various records of communications and events in a concise manner
• Work collaboratively with HiveWatch’s and clients’ leadership teams to prepare for, respond to, and recover from all incidents and crisis events that may impact our customers, including their personnel, property, business operations or brand
• Communicate and disseminate information, using established communication vehicles, to key partners using best practices
• Take an active role in position-related projects and utilize experience and judgment to contribute to the on-going evaluation and improvement of operations and systems.
• Maintain composure during critical incidents and emergencies.
• Comply with all HiveWatch rules and guidelines, to include safety rules and guidelines, and maintain strict confidentiality
• Strong written and verbal communications skills across various platforms (email, slack, phone, etc.)
• Ability to generate concise reports from verbal or written sources

QUALIFICATIONS:

• Minimum 3 years experience working with or in a communications or operations center, or other related role
• Must be willing to learn unfamiliar technical systems
• Strong customer service/interpersonal skills, especially during times of crisis
• Must have a reliable means of communication (i.e., email, cell phone)
• Must have a reliable means of transportation (public or private).
• Must be willing to sign a confidentiality agreement, and maintain confidentiality at all times
• Must be able to pass a background check and drug screen upon the extension of a conditional employment offer

Physical and Environmental Conditions:

• The position requires sitting or standing in place for extended periods
• No personal belongings including electronics will be allowed to be with the employee while on shift
• Secure storage will be provided onsite
• Significant computer and screen viewing will be required

ADDITIONAL INFO:

• Hourly pay range for this position: $23/hr to $28/hr
• Eligible to participate in HiveWatch Equity Incentive Plan

*Final offer will be at the company's sole discretion and determined by multiple factors, including years and depth of relevant experience and expertise, location, and other business considerations.

BENEFITS & CULTURE:

• Comprehensive health coverage: medical, dental, vision, and life insurance
• Cutting-edge work in an emerging field with huge growth potential
• Competitive compensation packages designed to reward top talent
• 401(k) with a 4% company match to help you invest in your future
• Flexible paid time off so you can recharge when you need it
• A family-friendly, compassionate culture that values balance and belonging

OUR EEO STATEMENT:

HiveWatch is an equal opportunity employer and we are committed to cultivating a work environment that supports, inspires, and respects all individuals. We execute our hiring practices so that they are merit-based and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity/expression, marital status, age, disability, medical condition, genetic information, national origin, ancestry, military or veteran status, or other protected characteristic.