Global Security Operations Center Operator

WeWork-posted 15 days ago
$46,500 - $62,000/Yr
Full-time • Entry Level
Plano, TX
5,001-10,000 employees
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This role will be the primary interface between the Global Security and Resilience Department (GSR) and WeWork’s member base for WeWork’s first and best in class 24/7/365 Global Security Operations Center (GSOC), which will provide the highest level of customer service for WeWork’s over 600,000 members, 5,000 employees in 38 countries, and over 27 languages. The GSOC will be responsible for overseeing WeWork employees and communities, monitoring threats that have the potential to compromise the security of WeWork’s Executives, Employees, Members, Visitors, and assets helping to provide a safe and distraction free environment. The GSOC Operator role will focus on all aspects of customer service within GSOC operations, as well as the execution of service requests through our global service request system (Salesforce).

  • Engagement on all member and employee service calls and service requests that are processed through the GSOC.
  • Directly assist members, employees, contractors, and visitors by answering telephone calls, verifying information and assisting with security, member and locations issues with a clear focus on customer service.
  • Identify callers’ needs, clarify information, provide solutions and/or alternatives and escalate issues as necessary.
  • Serve as initial point of contact for all security and emergency management issues, triaging issues per policy and escalating to the appropriate stakeholders.
  • Monitor threat management systems including open source intelligence feeds, CCTV/Access Control Systems and human intelligence sources to serve as an overwatch platform for all Wework assets.
  • Assist with access issues, such as helping with lock outs, identifying faulty hardware, or assigning access cards to new employees, members, and contractors
  • Identify the nature of security events and apply corresponding standard operating procedures or incident action plans.
  • Coordinate with other members of the GSOC team, Global Security & Resilience, and other internal or external stakeholders as directed by procedures, or as needed.
  • Maintain rigorous standards for documentation and data management as it applies to calls, events, or incidents.
  • Experience working in a Security Operations Center or in a customer support role.
  • Customer focused and adaptability to different call types with empathy and respect.
  • Be willing to work shift work in support of a 24/7 operation - hours are 3-12pm Monday- Friday - 40 hours per week
  • Ability to follow established escalation protocols, communicating critical information in a timely manner and ensuring proper stakeholders are notified of critical incidents.
  • Strong phone and verbal communication skills.
  • Strong written communication skills.
  • Experience with help desk applications and service ticket processes.
  • Experience with Google Suite.
  • Demonstrate a high level of attention to detail.
  • Be able to multitask across multiple platforms, departments, time zones, and countries.
  • Be able to liaise with external corporate organizations in a professional manner.
  • Foreign language skills a +
  • Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available to you after commencing employment), including 20 days of PTO, approximately 10 paid holidays, 80 hours of paid sick leave, 16 weeks paid parental leave, competitive healthcare benefits, 401K plan, Life & AD&D insurance.
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