GSOC Operator - Day Shift

HiveWatch•El Segundo, CA

13h•$23 - $28•Onsite

About The Position

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building. HiveWatch is here to help security teams pivot from chasing threats to preventing them. We protect organizations, people, and property through the intelligent orchestration of physical security programs. With better communication, more insights, and less “noise”, we are modernizing what it means for businesses and their employees to truly feel safe. This posting is for the day shift (5:00AM - 1:30PM).

Requirements

Minimum 3 years experience working with or in a communications or operations center, or other related role
Must be willing to learn unfamiliar technical systems
Strong customer service/interpersonal skills, especially during times of crisis
Must have a reliable means of communication (i.e., email, cell phone)
Must have a reliable means of transportation (public or private).
Must be willing to sign a confidentiality agreement, and maintain confidentiality at all times
Must be able to pass a background check and drug screen upon the extension of a conditional employment offer
Strong written and verbal communications skills across various platforms (email, slack, phone, etc.)
Ability to generate concise reports from verbal or written sources

Responsibilities

Proactively supporting multiple clients in diverse locations through the use of best-in-class technology for emergency and non-emergency security operators, incoming call triage, event dispatching, and event-driven notification services 24 hours a day, 7 days a week.
In emergency situations, directing and coordinating assistance and support for clients by providing technical and advisory assistance for the performance of essential operational services; the escalation of identified security events, and acting as the central communication intake point for management, control, and reduction of immediate threats to health and safety.
Representing and displaying the HiveWatch core principles of customer service and professionalism.
Utilizing multiple software platforms and technologies to answer routine and emergency calls, monitor access control alerts and video feeds, open source threat intelligence, and information from mass-communication tools.
Dispatching/notifying security officers, maintenance, and liaising with emergency 911 centers.
Prioritizing and making decisions under stress.
Maintaining various records of communications and events in a concise manner.
Working collaboratively with HiveWatch’s and clients’ leadership teams to prepare for, respond to, and recover from all incidents and crisis events that may impact customers, including their personnel, property, business operations or brand.
Communicating and disseminating information, using established communication vehicles, to key partners using best practices.
Taking an active role in position-related projects and utilizing experience and judgment to contribute to the on-going evaluation and improvement of operations and systems.
Maintaining composure during critical incidents and emergencies.
Complying with all HiveWatch rules and guidelines, to include safety rules and guidelines, and maintaining strict confidentiality.