Real-Time iSOC Coordinator: Incident Response

Interface Systems; Ascalon (MO); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Vacation 3 weeks

Sick time 10 days

Shift differential

Monthly bonus up to $1,000

Hiring bonus $500

Job summary

Interface Systems is seeking a Level 3 iSOC Coordinator to manage real-time security events from a centralized operations center. You will perform remote checks, conduct live audio/video interactions, verify alarms, and dispatch emergency services as needed, while documenting each incident for follow-up.

The role requires strong communication, calm under pressure, and exceptional multi-tasking in a fast-paced environment. On-site work with shift-based hours and comprehensive benefits is provided.

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.

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

Customer service

Communication

Active listening

Calm under pressure

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Interface Systems is seeking a Level 3 iSOC Coordinator to manage real-time security events from a centralized operations center. You will perform remote checks, conduct live audio/video interactions, verify alarms, and dispatch emergency services as needed, while documenting each incident for follow-up.

The role requires strong communication, calm under pressure, and exceptional multi-tasking in a fast-paced environment. On-site work with shift-based hours and comprehensive benefits is provided.