Senior iSOC Coordinator: Real-Time Security Dispatch

Interface Security Systems LLC; St. Louis (MO); Presencial; USD 25 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Full benefits day 1

Vacation 3 weeks

Sick days 10

Bonus up to $1k monthly

Attendance bonus

New hire bonus $500

Shift differential

Training provided

Resumo da oferta

Interface Systems is seeking a Level 3 iSOC Coordinator to manage real-time security events, including alarm verification, video monitoring, and live two-way communications with monitored sites. This on-site role emphasizes quick decision-making and authoritative interaction with customers and emergency services.

Responsibilities span remote checks, incident response, and detailed reporting, with a comprehensive benefits package and a path for growth within a technology-driven security

Qualificações

• 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

• The iSOC Coordinator position is designed to ensure comprehensive security and life safety monitoring through three defined levels of responsibility: Level 1 - Security, Level 2 – Life Safety & Level 3 - Interactive. Each level builds upon the previous, offering increasing complexity and authority in managing customer safety, alarm verification, and live interaction with monitored sites.
• 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 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.
• Interface offered learning courses may be necessary when pursuing further certification(s)
• All iSOC employees must comply with policies as stated in the Interface Employee Handbook and Employee Safety Manual.

Conhecimentos

High school diploma or GED

Customer service experience

Excellent communication

Active listening

MS Office

Calm under pressure

Formação académica

High school diploma or GED

Descrição da oferta de emprego

Interface Systems is seeking a Level 3 iSOC Coordinator to manage real-time security events, including alarm verification, video monitoring, and live two-way communications with monitored sites. This on-site role emphasizes quick decision-making and authoritative interaction with customers and emergency services.

Responsibilities span remote checks, incident response, and detailed reporting, with a comprehensive benefits package and a path for growth within a technology-driven security