People make choices. Choices make history.

Multimedia Accessibility, Educator Support Specialist

Customer SupportCustomer SupportFull TimeRemoteTeam 51-200Since 1976H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

69 days ago

Salary

$55K - $65K / year

Bachelor Degree2 yrs expExperience acceptedEnglish

Job Description

• Submit video and audio files for captioning, transcription or translation to our accessibility vendor 3PlayMedia • Review caption files and transcripts for accuracy, correcting misspellings and errors • Add caption files to videos in the Brightcove video streaming platform • Provide support to staff with inquiries regarding captioning and transcripts • Maintain captioning documentation including workflows and guidelines • Upload and catalog files to our digital archive • Use Slack and ClickUp to collaborate within and across teams • Triage customer inquiries via Salesforce during case shifts and seek resolution to inquiries from centralized support channels • Provide internal and external end-user support across channels • Troubleshoot technical issues with colleagues and end-users • Provide technical support for professional learning and community events during business hours

Job Requirements

Minimum of 2+ years of progressive experience
virtual/hybrid customer service experience through email, live chat, and phone strongly preferred
Passionate about developing processes and systems
Ability to work independently, prioritize, and creatively problem-solve
Excellent computer skills, including experience with Google Suite, Microsoft Office, and Salesforce preferred
Excellent writing and editing skills
Interest in Facing History & Ourselves mission and familiarity with education and non-profit settings
Demonstrated attention to detail, and time management skills
Effective and flexible communication skills as well as excellent organizational skills
Disciplined self-starter and independent work committed to iterative and continual improvement