Job Description
About Us At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we're not just a part of that movement-we're leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow's world at work.
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).
In this role, you'll: - Engagement on 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.
- Maintain rigorous standards for documentation and data management as it applies to calls, events, or incidents.
About You 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 - hours are 7am to 4pm, Monday through Friday - 40 hours per week
- 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.
Compensation & Benefits Base Pay : $28 to $30 hourly
Incentive Compensation : WeWork employees are eligible to participate in an incentive plan specific to their role. Your recruiter will detail what incentive plan is applicable to this specific role. WeWork incentive plans are subject to the terms of the applicable incentive compensation plan, which will be made available to you after commencing employment. WeWork reserves the right to amend its incentive plans, and nothing in this job requisition or any other document creates a right to a specific incentive plan payment.
Benefits : Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available to you after commencing employment), including 20 days of PTO, approximately 10 paid holidays, 80 hours of paid sick leave, 16 weeks paid parental leave, competitive healthcare benefits, 401K plan, Life & AD&D insurance.
Life at WeWork Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires you-because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.
WeWork is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law. WeWork is also proud to be an affirmative action employer with respect to veterans and individuals with disabilities.
Job Tags
Hourly pay, Full time, For contractors, Worldwide, Monday to Friday, Flexible hours, Shift work