Coordinator, iSOC Level 3 (Interactive)

Overview 

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.

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.

• 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.

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 [email protected]. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.