Alarm Monitoring - Entry Level & Training Provided 4:30PM - 1:00AM

Interface Systems•Saint Louis, MO

1d•Onsite

About The Position

As a Level 3 iSOC Coordinator, you will take on advanced responsibilities, managing real-time interactions and interventions during critical security events. Building on your expertise from previous levels, 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. This role demands a high level of skill in alarm verification, video monitoring, and rapid decision-making, all while maintaining clear and direct communication with customers and emergency personnel. As a Level 3 Coordinator, you will not only respond to alarms but also provide solutions by directly addressing security violations. This position allows for greater responsibility and impact in a fast-paced, technology-driven environment, as you continue to grow within the iSOC team.

Requirements

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.

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 a 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/ or requesting emergency services such as police, fire, or medial services.
Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries from customers, employees, and vendors.
Maintaining 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.
Notifies 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.