JSOC Customer Support Specialist - Overnight

The JSOC Customer Support Specialist works on the floor of Sitemetric's Joint Security Operations Center supporting client sites nationwide. This is a combined role. The specialist monitors site activity and handles safety and security events, and also works the customer support queue for platform, application, and worker data requests. Overnight coverage is the backbone of a 24/7 operation, and this position holds the floor during the hours when no one else is on it.

Responsibilities

• Maintain continuous presence and situational awareness on the JSOC floor throughout the shift
• Monitor client site activity and respond to alerts, incidents, and escalations according to established procedures
• Receive, document, and escalate incidents in the incident management platform
• Handle inbound support tickets covering platform and application issues, user administration, reporting requests, and device or hardware questions
• Process worker registration and credentialing requests, including badge activation and deactivation
• Answer the incident line and support line during overnight hours
• Verify and correctly categorize every ticket handled, including request type, sub category, and associated site
• Conduct structured shift handoffs at the start and end of every shift
• Escalate to the on call leadership chain when an event exceeds the scope of the position
• Complete cross training across both the security monitoring and customer support functions

Required

• Authorized to work in the United States and able to work on site in Manassas, VA
• Genuine availability and preference for overnight hours. This position does not rotate to days or swing.
• Reliable transportation and demonstrated attendance reliability
• Comfortable working independently for extended periods with limited on site support
• Strong written communication. A significant portion of this role is written customer correspondence.
• Basic computer proficiency and the ability to learn multiple platforms
• Able to complete platform and support training within the first 30 days

Preferred

• Access control, security operations center, dispatch, or alarm monitoring experience
• Prior customer support, help desk, or IT support experience
• Familiarity with ticketing systems

Perks & Benefits 

As part of the Sitemetric team, you'll receive: 

• Competitive hourly pay based on experience and qualifications 
• Weekly payroll 
• Health, dental and vision insurance for full time employees 
• 401(k) eligibility 
• Accrued paid sick leave for all employees, even part time employees 
• Paid vacation, accruing at 40 hours per year, for full time employees 
• Opportunities for career growth and professional development 
• Employee referral bonus plan includes $100 for each referred candidate that completes a minimum of three (3) consecutive calendar months of service with Sitemetric. Referring Employee must be active at the time of payment. Note that bonus payments will be subject to applicable taxes. 
• Supportive team culture that values clarity, reliability, and high performance 
• Access to the right tools, technology, and support to do your best work 

Additional Information

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this ranges from $25.00 to $27.50 per hour. Pay is based on a number of factors including market location and jobsite upon which work is being performed, and may vary depending on job-related knowledge, skills, credentials, and experience.  

How to Apply

Interested individuals should apply on Sitemetric.com/careers. Sitemetric accepts applications on an ongoing basis.

Sitemetric is proud to be an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

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Virginia