Incident Review Center

$48,880 - $48,880/Yr

SoundThinking Inc - Washington, DC

Full-time - Entry Level

Washington, DC

About the position

The Incident Review Center Specialist plays a crucial role in monitoring and analyzing gunshot acoustics, providing first-level customer support, and ensuring effective communication with law enforcement agencies. This position requires attention to detail and the ability to work in a fast-paced environment while maintaining high accuracy in incident classification and reporting.

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
• As the first level of customer support, address customer concerns and questions, and triage and escalate to higher levels as necessary
• Ability to work rotating shifts including evenings, nights, weekends, and holidays

Requirements

• Ability to work in a dynamic, fast-paced, and at times high-pressure environment knowing when and how to escalate
• Excellent customer service skills with a positive, can-do attitude
• Strong attention to details and ability to work with a very high level of accuracy
• Excellent organizational and time management skills
• Strong, effective problem-solving skills and analytical ability
• 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 proficiency with MS Office suite including effective use of Outlook, Word, and Excel
• Familiarity with CRM tools such as Salesforce, JIRA, or similar tools highly desirable
• Associate degree, or formal Dispatch/Law Enforcement training is strongly preferred
• Must be able to listen to audible notifications with a high level of accuracy
• Must be able to work as part of a team and support team goals, objectives, and performance metrics
• Ability to work 5am-1pm or 1pm-9pm

Nice-to-haves

• Familiarity with CRM tools such as Salesforce, JIRA, or similar tools highly desirable
• Associate degree, or formal Dispatch/Law Enforcement training is strongly preferred