Global Security Operations Center – Operator - job 2 of 2

About Us

At WeWork, we provide inspiring and flexible workplace solutions to help businesses – small, medium or large – thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow’s world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.

About the Opportunity

This role will be the primary interface between the Global Security and Resilience Department (GSR) and WeWork’s member base for WeWork’s first and best in class 24/7/365 Global Security Operations Center (GSOC), which will provide the highest level of customer service for WeWork’s over 600,000 members, 5,000 employees in 38 countries, and over 27 languages.

The GSOC will be responsible for overseeing WeWork employees and communities, monitoring threats that have the potential to compromise the security of WeWork’s Executives, Employees, Members, Visitors, and assets helping to provide a safe and distraction free environment.

The GSOC Operator role will focus on all aspects of customer service within GSOC operations, as well as the execution of service requests through our global service request system (Salesforce).

• This is an in-office position. Shifts are 11pm – 8am CT with Tuesday & Wednesday off.

In this role, you’ll:

• Manage all member and employee service calls and service requests that are processed through the GSOC.
• Directly assist members, employees, contractors, and visitors by answering telephone calls, verifying information and assisting with security, member and locations issues with a clear focus on customer service.
• Identify callers’ needs, clarify information, provide solutions and/or alternatives and escalate issues as necessary.
• Serve as initial point of contact for all security and emergency management issues, triaging issues per policy and escalating to the appropriate stakeholders.
• Monitor threat management systems including open source intelligence feeds, CCTV/Access Control Systems and human intelligence sources to serve as an overwatch platform for all Wework assets.
• Assist with access issues, such as helping with lock outs, identifying faulty hardware, or assigning access cards to new employees, members, and contractors
• Identify the nature of security events and apply corresponding standard operating procedures or incident action plans.
• Coordinate with other members of the GSOC team, Global Security & Resilience, and other internal or external stakeholders as directed by procedures, or as needed.
• Manage the Global security service request system.
• Maintain rigorous standards for documentation and data management as it applies to calls, events, or incidents.

Experience & Requirements:

• Experience working in a Security Operations Center or in a customer support role.
• Customer focused and adaptability to different call types with empathy and respect.
• Be willing to work shift work in support of a 24/7 operation.
• Ability to follow established escalation protocols, communicating critical information in a timely manner and ensuring proper stakeholders are notified of critical incidents.
• Strong phone and verbal communication skills. Foreign language skills a +.
• Strong written communication skills.
• Experience with help desk applications and service ticket processes.
• Experience with Google Suite.
• Demonstrate a high level of attention to detail.
• Be able to multitask across multiple platforms, departments, time zones, and countries.
• Be able to liaise with external corporate organizations in a professional manner.
  
  

Life at WeWork

Just as we empower our community, we believe in empowering our team to create their own life’s work. We move fast and challenge each other, but we always make sure we look out for one another. Our culture and values are what make working here rewarding.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

As part of our commitment to health and safety, WeWork — like a growing number of employers — is requiring all U.S. employees to be fully vaccinated for COVID-19 as a condition of employment, to the extent permitted by applicable law and absent a legal exception for reasonable accommodation. We provide unvaccinated new hires a 45-day grace period after their start date to get fully vaccinated or, if eligible, obtain a reasonable accommodation (unless a sooner deadline is required under applicable law). If you believe that a legal exception may apply to you, please still apply for any role(s) you are interested in and, if you are hired, you will receive instructions on how to request a reasonable accommodation after your start date. Please note that roles that require in-person work — currently, within our Community (excluding Member Experience), Facilities Management (including Security), Sales (excluding Sales Ops), and Member Technology teams — will not be eligible for work-from-home as an accommodation because it poses an undue hardship on our business.

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