Coordinator, iSOC Level 3 (Interactive) 9PM to 5:30AM

Overview

As a Level 3 iSOC Coordinator, you will manage real-time interactions and interventions during critical security events. You will handle live audio communication with individuals at monitored sites, using two-way systems to prevent security breaches, manage incidents such as trespassing, and de-escalate potential threats. Your ability to think quickly and communicate with authority will be key to resolving incidents in real time.

Responsibilities

• Perform remote security checks/virtual tours of customer locations, observing all areas for potential security vulnerabilities, criminal, and/or unusual activities.
• Conduct virtual security escorts to safeguard customers during business opening, closing, and 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 requesting emergency services such as police, fire, or medical services.
• Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries from customers, employees, and vendors.
• 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 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.
• 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).

Qualifications

• A 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.