iSOC Coordinator – Real-Time Security & Incident Response

Interface Systems, LLC; St. Louis (MO); On-site; USD 53,583,000 - 72,495,000; Full time

Benefits offered by this job

Full benefits Day 1

Paid vacation

Paid sick time

Referral bonus

Hiring bonus

On-site role

Shift differential

Job summary

Interface Systems, LLC in St. Louis, MO is seeking a Level 3 iSOC Coordinator to manage live interactions during security events, verify alarms, perform video verification, and coordinate with emergency services.

This on-site role requires a 12:00–22:30 schedule, weekend work, comprehensive benefits from day one, shift differentials, and opportunities to grow within a fast-paced, technology-driven security team.

Qualifications

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security roles is preferred.
• Excellent communication and interpersonal skills ensuring all interactions are handled with professionalism and care.
• Strong active listening skills to understand customer needs and provide timely, accurate responses to requests.
• Working knowledge of Microsoft Office applications.
• Ability to maintain a calm and positive demeanor in high pressure situations, demonstrating professionalism while working through urgent or critical situations.

Responsibilities

• Perform remote security checks/ virtual tours of customer locations, carefully observing all areas for potential security vulnerabilities, criminal and/ or unusual activities.
• Conduct virtual security escorts to safeguard customers during business opening, closing and/ or upon customer a request.
• Communicate with customer locations using state-of-the-art two-way audio/ video surveillance technology.
• Take appropriate action based on the severity or instruction provided, including customer contact and/ or requesting emergency services such as police, fire, or medial services.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries from customers, employees, and vendors.
• Maintaining accurate records and documentation with the system of record (automation system)
• Monitor, verify and respond to alarm signals, placing outgoing telephone calls to verify validity of alarm signals.
• Perform video verification of alarms to confirm security breaches or emergency incidents.
• Notifies specified individuals via telephone of an alarm or event according to customer-specific instructions.
• Provide critical life safety support by ensuring clear, timely and accurate dispatch and alarm communication to emergency personnel.
• Provide basic alarm support such as arming, disarming, and assisting in resetting alarms/ signals.
• Manage live audio interactions in response to alarm events or customer requests, utilizing two-way audio systems to communicate directly with individuals at monitored sites.
• Use two-way audio to intervene during real-time incidents, projecting authority and maintaining clear communication.
• Handle situations such as loitering, trespassing, or other security violations, often requiring de-escalation or rapid decision-making.
• Document all interactions and ensure proper follow-up to ensure the resolution of incidents.
• Generate detailed reports on alarm responses and life safety interventions.

Skills

Excellent communication

Active listening

Microsoft Office

Calm under pressure

Education

High school diploma or GED

Tools

Two-way audio/video systems

Job description

Interface Systems, LLC in St. Louis, MO is seeking a Level 3 iSOC Coordinator to manage live interactions during security events, verify alarms, perform video verification, and coordinate with emergency services.

This on-site role requires a 12:00–22:30 schedule, weekend work, comprehensive benefits from day one, shift differentials, and opportunities to grow within a fast-paced, technology-driven security team.