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Overview

As a Level 1 iSOC Coordinator, you will play a critical role in maintaining the safety and security of Interface customers. Leveraging an advanced two-way audio and video surveillance systems installed at the customer location, the Coordinator will perform regular scheduled virtual security checks/ tours. Coordinators help protect customers during key moments, such as business openings and closings. In addition to monitoring, Coordinators are a primary point of contact for handling inbound inquiries from customers, employees, and vendors, addressing security concerns and resolving system-related questions.

This position offers the opportunity to develop skills in security operations, customer communication, and emergency response, serving as a foundation for growth through the iSOC Coordinator levels. You will contribute meaningfully to protecting people and property, all while advancing your expertise in a fast-paced, technology-driven environment.

Responsibilities

The iSOC Coordinator position is designed to ensure comprehensive security and life safety monitoring through three defined levels of responsibility: Level 1 - Security, Level 2 - Life Safety & Level 3 - Interactive. Each level builds upon the previous, offering increasing complexity and authority in managing customer safety, alarm verification, and live interaction with monitored sites. All full-time coordinators will begin their security training with TMA (The Monitoring Association) Operator course - An introduction to the security industry.

• 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 dispatching 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)

• *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.

Qualifications

• 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.

Work Environment

iSOC Coordinators work in a state-of-the-art security monitoring operations center, equipped with the latest technology in video surveillance, two-way audio communication systems, and intuitive alarm monitoring software. Operators are trained to handle multiple security events simultaneously, making use of advanced monitoring tools, such as customized automation solutions, proprietary software integrations, and workstations designed for video monitoring efficiencies.

Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.

If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.