Senior iSOC Dispatcher Real-Time Alarm & Incident Lead

Interface Security Systems LLC; St. Louis (MO); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Full benefits on Day 1 of employment

3 weeks paid vacation

10 days paid sick time

Uncapped referral bonuses

Shift differential and bonuses

Job summary

Interface Systems LLC is seeking a Level 3 iSOC Coordinator who will manage real-time security events, verify alarms, and communicate with monitored sites using two-way audio/video systems.

The role requires handling urgent incidents, de-escalation when needed, and providing clear instructions to customers and emergency services. Training is provided, with shifts including nights, weekends, and holidays in a 24/7 operation.

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.

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 request.
• Communicate with customer locations using state-of-the-art two-way audio/video surveillance technology.
• Take appropriate action based on severity or instruction provided, including contacting customers and/or emergency services.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries.
• Maintain 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.
• Notify 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.

Skills

Communication

Active listening

Interpersonal skills

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Interface Systems LLC is seeking a Level 3 iSOC Coordinator who will manage real-time security events, verify alarms, and communicate with monitored sites using two-way audio/video systems.

The role requires handling urgent incidents, de-escalation when needed, and providing clear instructions to customers and emergency services. Training is provided, with shifts including nights, weekends, and holidays in a 24/7 operation.