Facing History & Ourselves

Compensation

Full Description

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 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 Benefits: • medical with a fully employer-sponsored health reimbursement account (HRA) • dental • vision • life & AD&D • long-term & short-term disability insurance • 403(b) retirement plan with a discretionary organizational contribution • generous paid time off • employee assistance program • travel assistance plan • pre-tax commuter spending accounts • flexible spending accounts • voluntary Colonial Life group plans • robust wellness programs through aHealthyMe • employee discounted marketplace through BenefitHub • weekly virtual yoga and meditation • 403(b) advisement • friendly work environment