Senior iSOC Coordinator: Real-Time Alarm & Response

Interface Systems; St. Louis (MO); Sur place; USD 25 000 - 36 000; Plein temps

Avantages offerts par ce poste

Full benefits on Day 1 of employment

3 weeks paid vacation time and 10 days

Uncapped employee referral bonuses

Training is provided!

Résumé du poste

Interface Systems is seeking an experienced Level 3 iSOC Coordinator to manage real-time security events, communicate with monitored sites, and coordinate with emergency services. The role emphasizes rapid decision-making, alarm verification, video monitoring, and de-escalation of security threats in a fast-paced, technology-driven environment.

The position offers 24/7 operations, weekend/holiday availability, and comprehensive benefits from Day 1.

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.

Responsabilités

• Perform remote security checks/ virtual tours of customer locations, observing for vulnerabilities.
• Conduct virtual security escorts to safeguard customers during opening/closing or upon request.
• Communicate with customer locations using two-way audio/video surveillance technology.
• Take action based on severity or instruction, including contacting customers or emergency services.
• Answer inbound calls to assist with resolving or escalating security and system inquiries.
• Maintain accurate records and documentation in the system.
• Monitor, verify and respond to alarm signals; place outgoing calls to verify validity.
• Perform video verification of alarms to confirm incidents.
• Notify specified individuals via telephone per customer instructions.
• Provide life safety support by dispatching to emergency personnel.
• Provide basic alarm support such as arming/disarming.
• Manage live audio interactions during alarm events with monitored sites.
• Use two-way audio to intervene during real-time incidents.
• Handle situations like loitering or trespassing with de-escalation when needed.
• Document all interactions and follow up to ensure incident resolution.
• Generate detailed reports on alarm responses and life safety interventions.

Connaissances

Communication

Interpersonal skills

Active listening

Calm under pressure

Formation

High school diploma or GED

Outils

Microsoft Office

Description du poste

Interface Systems is seeking an experienced Level 3 iSOC Coordinator to manage real-time security events, communicate with monitored sites, and coordinate with emergency services. The role emphasizes rapid decision-making, alarm verification, video monitoring, and de-escalation of security threats in a fast-paced, technology-driven environment.

The position offers 24/7 operations, weekend/holiday availability, and comprehensive benefits from Day 1.