Job Description

GLOBAL SECURITY OPERATIONS CENTER

Support Operator

About this Role

WeWork is hiring a team of experienced Support Operators for operating our Global Security Operations Center in New York City. Ideal candidates will have a GSOC, emergency management, or call center background, but most importantly, a track record of delivering excellent customer service and care. These full-time Operators will need to be willing to work a varied schedule including holidays, nights, and weekends.

WeWork is a global leader in providing space, community, and service for the world's most creative and dynamic individuals. Our goal is to create a world where people work to make a life, not a living, and our own team members are central to that goal. In this role, the accepted candidate will embody the vision of providing the utmost in care and support for our Members, Employees, and communities.

Benefits

• Full-time, salaried position
• Medical, Vision, and Dental Insurance
• Generous PTO
• Employer 401K
• Annual bonus

Core Duties

• Responds to calls and messages requesting security, safety, or emergency assistance.
• Provides technical assistance as it relates to access control, CCTV systems, and other emergency management systems.
• Answers routine and emergency calls and provides general assistance to WeWork employees, vendors and guests including but not limited to: life safety incidents (medical, safety, natural disasters, etc.), security officer deployment, Emergency Response Teams, facilities, IT, police, fire and EMS personnel, and technical assistance.
• Maintains various records of communications and events using established communication channels and best practices.
• Evaluates global incidents that may impact Client employees or offices and escalate accordingly to security management and subsequently to other business units within Client (HR, IT, Public Relations, Legal, Facilities, Operations, etc.).
• Manages sensitive incidents and maintains company confidentiality and information security practices (medical records, personnel issues, investigations, public relations, emergency personnel contact information, etc.).
• Liaisons between the Global Safety & Security team, members, and external partners.
• Collaborates with other internal business units regarding incident reports related to theft, urgent terminations, medical incidents, asset management, etc.
• Ensures all Access Control, CCTV, and other tools are working properly.

Minimum Requirements

• Experience in the areas of call center and/or customer service
• Ability to provide excellent customer service to all members of the WeWork community
• Dynamic and team-oriented, with excellent interpersonal skills, business judgment, strategic thinking, and superior work ethic
• Ability to work any shift assigned, to include nights, weekends, and holidays as needed
• Ability to multitask in a dynamic work environment and manage competing priorities
• Possess a positive attitude and the ability to adapt in an evolving environment
• Must be highly motivated and have a sense of task ownership
• Strong attention to detail and organization
• Must pass a pre-employment background check
• Possess a solid employment history demonstrating reliability and dependability
• Must be 21 years of age or older

Beneficial Requirements

• Experience in a Global Security Operations Center or Emergency Call Center
• Experience with S2 Lenel or other Access Control System
• Experience with Panasonic Video Insight and/or Arcules video management systems
• Experience using Salesforce and/or other ticket management system
• Experience in the areas of emergency/disaster management, physical security, critical incident stress management, risk management, and business resiliency
• Experience working as part of a global team, spanning multiple time zones and cultures
• Strong technical competence with command center software, particularly video management, access control, and incident reporting
• Diploma, associate, or college degree/courses in related fields: Intelligence, International Relations/Law, IT, Criminal Justice, Political Science, Crisis Management, etc
• Fluency in language(s) other than English
• Military, intelligence, law enforcement, or geopolitical risk analysis experience

The Successful Applicant Will

• Be a self-starter - We Company Global Security & Safety is a dynamic team securing a creative culture
• Be a valued Global Security & Safety team player - Security is 24/7 and we work together to get it done
• Have an innovative mindset and be creative by nature
• Be a confident public speaker, with the ability to influence management and stakeholders
• Demonstrate a high-level of attention to detail
• Be able to multitask across multiple platforms, departments, time zones, and cultures
• Be able to liaise with external safety and security organizations in a professional manner
• Maintain the highest professional standards at all times