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GoGuardian · 1 month ago

Substitute Safety Support Specialist

United States

Full-time

Remote

Entry Level

$19/hr - $19/hr

1+ years exp

GoGuardian is an EdTech company focused on transforming education by protecting students in the digital space. The Substitute Safety Support Specialist will handle incoming alerts and escalate issues to ensure students' mental health and safety.

E-LearningEdTechEducationInternetSoftware

Responsibilities

Complement the Beacon SSS team by taking on available shifts when extra team members are needed

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

Qualification

Customer service experienceZendeskEmotional intelligenceSupport role experienceCommunication skillsNon-English language proficiencyTeam playerOrganizational skillsWork independently

Required

Flexible availability and willingness to work any shift, including weekends, overnight and holidays with advanced notice, with a preference for daytime shifts begin between 5:00AM - 11:00AM and end between 2:00PM - 8:00PM PST

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

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 or other intimate Customer-Facing Roles (prior work in Trust & Safety, Online Content Moderation, school-based roles like Teacher, Administrator, Counselor, Therapist, or Social Worker highly preferred)

1+ year in a white glove customer service position

Experience working with Zendesk

Experience answering support tickets and phone calls

Outstanding written, verbal, interpersonal communication skills