What You’ll Do
- Review Beacon alerts and escalate via phone calls to school administrators (e.g., school counselors) to take appropriate action
- Identify and escalate new issues and trends, including sensitive problems, and help contribute to solution building
- Contribute to training, enablement, implementation, and support resources, including knowledge base articles and canned responses
- Actively participate in SSS team-building projects
- Supporting overall Technical Support tickets as business needs arise.
Who You Are
- Reliable and trustworthy team player that is organized, committed, and able to work independently in a fast-paced, changing environment
- 1+ year in a Support role. white glove Customer Service role, or other intimate Customer-Facing Roles required (prior work in Trust & Safety, Online Content Moderation, school-based roles like Teacher, Administrator, Counselor, Therapist, or Social Worker highly preferred)
- Experience working with K-12 students in an organized setting required
- Demonstrated ability to follow protocols and policies across typical and “edge case” scenarios, while also being able to think quickly and handle potentially challenging cases as professionally as possible
- High level of emotional intelligence and calm / poise while dealing with sensitive information and potentially high-stress situations
- Experience working with Zendesk
- Experience answering support tickets and phone calls
- Outstanding written, verbal, interpersonal communication skills. College degree preferred.
- Additional plus: non-English language proficiency