SoundThinking · 2 months ago
Service Operations Specialist, DC location
Washington, DC
Full-time
Onsite
Entry Level
1+ years expSoundThinking is a company focused on enhancing public safety through innovative technology solutions. They are seeking a Service Operations Specialist responsible for analyzing gunshot acoustics and providing support to law enforcement and campus agencies while monitoring surveillance systems.
Public Safety
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
Qualification
Required
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
Must be able to work as part of a team and support team goals, objectives, and performance metrics
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
Preferred
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
Previous AI experience or eagerness to learn and apply AI tools to job related responsibilities
Company
SoundThinking
SoundThinking, Inc.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Laura B. Golden
Executive Assistant to CEO and CFO
Robert Showen
Founder & Chief Scientist
Recent News
2024-02-20
Company data provided by crunchbase