Real-Time iSOC Coordinator — Night Shift Security

Interfacesystems; St. Louis (MO); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Full benefits on Day 1 of employment

3 weeks paid vacation time

10 days paid sick time

Uncapped employee referral bonuses

Training provided

Job summary

Interface Systems is seeking a Level 3 iSOC Coordinator in St. Louis to manage live incident responses, alarm verification, and two-way audio communications with monitored sites. You will escalate issues, coordinate with customers and emergency services, and maintain thorough documentation.

The role requires adaptability to 4:30pm–1am shifts, frequent weekend coverage, and a commitment to high safety standards. Training is provided, with strong benefits and performance bonuses.

Qualifications

• High school diploma or GED equivalent.
• Excellent communication and interpersonal skills.
• Strong ability to stay calm under pressure.
• Experience in customer service or call center preferred.
• Basic knowledge of alarm or security systems is a plus.

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

Communication

Active listening

Customer service

Interpersonal skills

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Interface Systems is seeking a Level 3 iSOC Coordinator in St. Louis to manage live incident responses, alarm verification, and two-way audio communications with monitored sites. You will escalate issues, coordinate with customers and emergency services, and maintain thorough documentation.

The role requires adaptability to 4:30pm–1am shifts, frequent weekend coverage, and a commitment to high safety standards. Training is provided, with strong benefits and performance bonuses.