The Incident Review Center Specialists are responsible for receiving, reviewing and analyzing the gunshot acoustics, and sending information to law enforcement agencies and 911 dispatch centers and officers serving the coverage area. As a member of the Customer Service team, they provide the first level of support to our customers in solving and escalating their issues and concerns. These experts monitor acoustic surveillance systems status and report errors, faulty equipment, and other system problems; maintain active logs relative to system performance, gunfire incidents, and other system metrics.

Essential Duties/Responsibilities

Review incoming incidents for instances of gunfire, explosions, and other sounds and makefication decisions with a high level of accuracy
Relay the necessary information to law enforcement agencies for dispatching and responding to the incident
Follow the Incident Review Center’s workflow, policies and procedures
Participate in the 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
Ability to commute to assigned office as scheduled

Minimum Qualifications

Ability to work in a dynamic, fast paced and at times high pressure environment knowing when and how to escalate
Ability to manage multiple responsibilities at once by focusing on one task while keeping track of others
Excellent customer service skills with a positive, can do attitude
Effective approach to problem solving
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
Ability to use good judgement in prioritization, multi-tasking and escalation
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

MUST be available to work onsite in Fremont, CA

One shift is 9 pm-5 am, the second is 1 pm-9 pm, and the third is nights, either 6 pm-2 am or 9 pm-5 am.

Note: The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ShotSpotter complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ShotSpotter’s employees to perform their job duties may result in discipline up to and including discharge.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at +1.510.794.3183 or careers@soundthinking.com for assistance.

SoundThinking (formerly ShotSpotter)

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Incident Review Specialist, 3 openings (Onsite in Fremont, CA)