iSOC Coordinator: Real-Time Security & Interventions

Interface Systems; St. Louis (MO); Presencial; USD 25.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Full benefits on Day 1 of employment

3 weeks paid vacation

10 days paid sick time

Uncapped referral bonuses

Training provided

Shift differential for evenings/overnn

Descripción de la vacante

Interface Systems is seeking a Level 3 iSOC Coordinator for our St. Louis office. You will manage real-time security events, verify alarms, and coordinate two-way audio communications with monitored sites to prevent breaches and de-escalate threats.

The role requires adaptability to 24/7 shifts, including weekends and holidays. Starting at $22 per hour, with additional differential pay and strong benefits from day one; excellent training is provided to grow within the iSOC team.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Call center

Communication

Active listening

Security awareness

Educación

High school diploma or GED

Herramientas

Microsoft Office

Alarm monitoring software

Descripción del empleo

Interface Systems is seeking a Level 3 iSOC Coordinator for our St. Louis office. You will manage real-time security events, verify alarms, and coordinate two-way audio communications with monitored sites to prevent breaches and de-escalate threats.

The role requires adaptability to 24/7 shifts, including weekends and holidays. Starting at $22 per hour, with additional differential pay and strong benefits from day one; excellent training is provided to grow within the iSOC team.