Tracking Support Center Representative – 3rd Shift (Bi-lingual strongly preferred)

Description

At 3Si, our mission is to make your world, safer. As a global leader in innovative security technology, we help businesses and law enforcement prevent and respond to crime through field-proven solutions and trusted partnerships. With over 100+ years of combined experience through our merged companies, our expertise drives measurable impact in communities worldwide.

We specialize in GPS tracking, video surveillance, and integrated response technologies that deter theft and accelerate criminal apprehension. Designed for retail, financial institutions, law enforcement, and more, our solutions combine cutting-edge tools with unmatched response capabilities. Through our exclusive DirectToDispatch™ technology, verified crime alerts are sent directly to law enforcement dispatch centers in real time—bypassing traditional third-party monitoring delays—to enable rapid, precise response when it matters most.

At 3Si, meaningful work makes a difference. We’re a purpose-driven team that values innovation, trust, and collaboration. From engineering to sales and support, every role contributes to our mission to protect communities and make the world safer. We offer a hybrid, flexible work culture, competitive benefits, and the chance to grow alongside a team of passionate, dedicated professionals.

Join us—and be part of something that matters. We are seeking a Tracking Support Center Representative to join our 24/7/365 Security Center. This role is an essential part of 3Si’s crime fighting mission to deliver live, accurate GPS tracking support to law enforcement with our vision to create a #SaferWorld. We’re looking for an action-oriented, flexible problem-solver, who thrives in a fast-paced and growing office environment assisting law enforcement in a professional manner. Fluency in Spanish strongly preferred.

This is a hybrid position with 1-2 days per month in our Malvern, PA office. The schedule is Tuesday to Saturday (11p – 7a). Thursdays are always the ‘in office’ days at the Malvern, PA office. Prior to this fixed schedule, there will be 3 weeks of in-office training Monday-Friday, 8AM-4PM and then cross training in a hybrid environment for 1-2 weeks, Monday-Friday, 9AM-5PM. Candidates considered for this position must live within a commutable distance to Malvern, PA.

Requirements
• Read maps (similar to our car’s GPS maps) and provide clear direction to law enforcement
• Provide excellent customer service, while maintaining focus during crime/non-crime situations
• Demonstrate conflict resolution, negotiation, and de-escalation skills
• Research/resolve/explain step-by-step technical troubleshooting solutions
• Listen and comprehend information shared by others; ask questions to interpret and analyze
• Effectively communicate with customers/law enforcement while gathering and recording important information; maintain logs and document all calls

Knowledge, Skills, And Abilities
• Fluency in English and Spanish
• Successfully complete all required training and follow company protocols and procedures
• Multitask and poise under pressure in various stressful situations – engaging with police dispatch during live crime events, strong character, sound judgment, critical thinking and positive attitude
• Provide detail-oriented customer service and empathetic support to our customers with a sense of urgency
• Strong computer, written, and verbal skills. Comfortable using a headset in a high call volume setting
• Ability to follow multiple policies and procedures, simultaneously, and in a rapidly changing environment
• Outstanding organizational skills

Qualifications
• High School Diploma/GED, required. College degree, preferred. Great opportunity for recent graduates with a Criminal Justice degree.
• Fluent in English, required. Bilingual in Spanish, a huge plus.
• Customer service experience, strongly preferred.

3Si Perks And Benefits
• Paid training during standard business hours
• 20 days of paid time off to use at your discretion for vacation, personal time, sick, additional holidays, etc.
• 10 paid federal holidays (in addition to time worked on company paid federal holiday)
• Comprehensive benefits package including medical, dental, vision, life insurance, short- and long-term disability starting on your first day
• 401(k) retirement savings plan with company match
• Casual dress work environment
• Professional development opportunities including opportunities to advance/grow your career

Additional Comments
• Must be able to commute to/from our Malvern, PA office and work in a security center within an office environment.
• Must be able to maintain a full-time, 5 day per week 8 hours per day schedule (some overtime may be required).
• Must be available to work some but not all holidays.