Senior iSOC Dispatcher: Alarm & Incident Lead

Interface Security Systems LLC; St. Louis (MO); In loco; USD 26.000 - 34.000; Tempo pieno

Vantaggi offerti da questo lavoro

Full benefits on Day 1 of employment

3 weeks paid vacation time

10 days paid sick time

Uncapped employee referral bonuses

Descrizione del lavoro

Interface Systems LLC is seeking a Level 3 iSOC Coordinator to manage real-time security events, including live audio interactions at monitored sites. You will verify alarms, perform video checks, and de-escalate potential threats while coordinating with customers and emergency services.

The role emphasizes quick decision-making, clear communication, and hands-on use of two-way surveillance tech in a fast-paced, technology-driven environment. A strong customer-service background is preferred.

Competenze

• High school diploma or GED equivalent.
• Two years of experience in customer service, call center, dispatch, or security preferred.
• Excellent communication and interpersonal skills.
• Strong active listening to understand needs and provide timely responses.
• Working knowledge of Microsoft Office applications.
• Ability to stay calm and professional in high-pressure situations.

Mansioni

• Perform remote security checks/virtual tours of customer locations for vulnerabilities.
• Conduct virtual security escorts to safeguard customers during business opening/closing or per request.
• Communicate with customer locations using two-way audio/video surveillance technology.
• Take action based on severity, including contacting customers or requesting emergency services.
• Answer inbound calls to resolve, escalate, or support security inquiries from customers, employees, and vendors.
• Maintain accurate records in the automation system and documentation.
• Monitor and verify alarm signals, placing calls to verify validity.
• Perform video verification of alarms to confirm incidents.
• Notify individuals per customer instructions about alarms/events.
• Provide life safety support by ensuring timely dispatch to emergency personnel.
• Provide basic alarm support: arming/disarming and resetting alarms.
• Manage live audio interactions during alarm events with two-way audio.
• Intervene during real-time incidents with authority and clear communication.
• Handle loitering, trespassing, or other security violations with de-escalation.
• Document all interactions and ensure proper follow-up and reports.

Conoscenze

Communication skills

Active listening

Interpersonal skills

Microsoft Office

Formazione

High school diploma or GED

2 years in customer service/call center/dispatch/security

Descrizione del lavoro

Interface Systems LLC is seeking a Level 3 iSOC Coordinator to manage real-time security events, including live audio interactions at monitored sites. You will verify alarms, perform video checks, and de-escalate potential threats while coordinating with customers and emergency services.

The role emphasizes quick decision-making, clear communication, and hands-on use of two-way surveillance tech in a fast-paced, technology-driven environment. A strong customer-service background is preferred.