Service Operations Specialist

SoundThinking•Washington, DC

52d•Onsite

About The Position

Service Operation Specialists are responsible for receiving, reviewing, and analyzing gunshot acoustics, and sending information to law enforcement and university campus agencies and 911 dispatch centers and officers serving the coverage area. As a member of the Customer Service team, they provide the first level of support to our customers in solving and escalating their issues and concerns. Service Operation Specialists monitor acoustic surveillance systems status and report errors, faulty equipment, and other system problems; maintain active logs relative to system performance, gunfire incidents, and other system metrics.

Requirements

Must be a fast learner with the ability to quickly adapt to new tools, technologies, or procedures in a fast paced and at times high pressure environment knowing when and how to escalate.
Excellent customer service skills with a positive, can-do attitude
Excellent attention to detail, with the ability to maintain sustained focus and high accuracy during long periods of listening to audio and incident monitoring.
Excellent organizational and time management skills
Strong, effective problem-solving skills and analytical ability
Demonstrates a strong ability to receive and effectively act on constructive feedback, utilizing it for personal development and continuous improvement of work performance.
Effective and professional written and verbal communication skills
Ability to follow defined processes, procedures and workflow and follow directions
Minimum of one year of professional experience, preferably in a call center, Customer Service, Public Safety Organization, or other customer-facing positions
Intermediate computer literacy, including confident use of operating systems, file management, email platforms, web browsers (navigating the internet, utilizing search engines, managing bookmarks, and ensuring online privacy), and common digital tools.
Comfortable navigating multiple screens and systems simultaneously, with the ability to manage workflows efficiently in a fast-paced, multitasking environment.

Nice To Haves

Familiarity with CRM tools such as Salesforce, JIRA, or similar tools are highly desirable
Associate degree, or formal Dispatch/Law Enforcement training is strongly preferred
Must be able to work as part of a team and support team goals, objectives, and performance metrics
Previous AI experience or eagerness to learn and apply AI tools to job related responsibilities.

Responsibilities

Review incoming incidents for instances of gunfire, explosions, and other sounds and make classification decisions with a high level of accuracy
Relay the necessary information to law enforcement and university campus agencies for dispatching and responding to the incident
Follow the Incident Review Center's workflow, policies, and procedures
Participate in team and organizational initiatives, projects, and activities
Monitor status and report errors, faulty equipment, logs, and other metrics and escalate as necessary
Willingness and availability to work a 24/7/365 operational schedule, including evenings, weekends, and holidays, to support continuous IRC operations and public safety mission needs.
Serve as the first point of contact for customer support, addressing inquiries and concerns with professionalism and accuracy. Utilize Salesforce to document interactions, manage case workflows, and effectively triage or escalate issues to appropriate teams as needed.
Ability to accurately assess and interpret waveforms using both audio and visual cues as part of the incident monitoring process.
Use a variety of digital tools (e.g., Zoom, Slack, email) to maintain clear and effective communication with team members, ensuring alignment on goals, priorities, and deadlines.
Skilled in accurately identifying, classifying, and documenting critical information in alignment with IRC protocols and SoundThinking standards.