Senior iSOC Coordinator: Real-Time Security Dispatch

Interfacesystems; St. Louis (MO); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Shift hours 2:30pm-11pm

Flexible schedule

Benefits day 1

Vacation time

Sick time

Referral bonuses

Team culture

Training provided

Job summary

Interfacesystems is seeking a Level 3 iSOC Coordinator to oversee real-time security responses from our U.S. operations. You will manage live audio interactions, verify alarms, de-escalate incidents, and coordinate with customers and emergency services to prevent breaches.

In this fast-paced, technology-driven role you’ll advance from Level 2 responsibilities, participate in 24/7 monitoring, and take on greater decision-making authority. Training is provided, with full benefits starting Day 1.

Qualifications

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security roles.
• Excellent communication and interpersonal skills.
• Strong active listening skills.
• Working knowledge of Microsoft Office applications.
• Ability to maintain a calm and positive demeanor under pressure.

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 experience

Communication skills

Active listening

Calm under pressure

Microsoft Office

Education

High school diploma or GED equivalent

Tools

Microsoft Office

Job description

Interfacesystems is seeking a Level 3 iSOC Coordinator to oversee real-time security responses from our U.S. operations. You will manage live audio interactions, verify alarms, de-escalate incidents, and coordinate with customers and emergency services to prevent breaches.

In this fast-paced, technology-driven role you’ll advance from Level 2 responsibilities, participate in 24/7 monitoring, and take on greater decision-making authority. Training is provided, with full benefits starting Day 1.