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Facing History & Ourselves · 1 week ago

Multimedia Accessibility & Educator Support Specialist

United States

Full-time

Onsite

Entry, Mid Level

$55K/yr - $65K/yr

2+ years exp

Facing History & Ourselves is a global education non-profit organization that challenges teachers and students to use lessons of history to stand up to racism, antisemitism, and other forms of bigotry and hate. They are seeking a Multimedia Accessibility & Educator Support Specialist to enhance multimedia accessibility and provide customer service to educators, schools, and districts. This role involves supporting captioning, transcription, and translation workflows while facilitating access to educational content.

Education

Responsibilities

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, and make sure the text adheres to the organization's style-guide and lexicon

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 and as an intake mechanism for projects, tasks, and support requests

Perform other related duties as required by position

Triage customer inquiries via Salesforce during case shifts and seek resolution to inquiries from centralized support channels, including our website, with occasional phone messages and live chat

Provide internal and external end-user support across channels, including Slack and Salesforce. Troubleshoot technical issues with colleagues and end-users. Provide technical support for professional learning and community events during business hours with occasional evening events

Develop a deep understanding of Facing History’s work and engage in thoughtful feedback and problem-solving

Qualification

Multimedia accessibilityCustomer serviceSalesforceGoogle SuiteMicrosoft OfficeWriting skillsCommunication skillsAttention to detailOrganizational skillsProblem-solving

Required

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 and contributing to an operations and program management practice that is empathetic, inclusive, and relationship-driven

Ability to work independently, prioritize, and creatively problem-solve; ability to manage multiple assignments in a busy, fluid setting. When you hit roadblocks you know when to ask for help, but you can also make recommendations and suggest solutions independently

Excellent computer skills, including experience with Google Suite, Microsoft Office, and Salesforce preferred

Excellent writing and editing skills

Excellent written, verbal communication skills

Interest in Facing History & Ourselves' mission and familiarity with education and non-profit settings

Demonstrated ability to be proactive and curious. You ask questions, you Google things you don't know and are eager to learn, you learn from your colleagues

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

Preferred

Excellent computer skills, including experience with Google Suite, Microsoft Office, and Salesforce preferred

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

An employee assistance program

Travel assistance plan

Pre-tax commuter spending accounts

Flexible spending accounts

Voluntary Colonial Life group plans

Robust wellness programs through aHealthyMe

An employee discounted marketplace through BenefitHub

Weekly virtual yoga and meditation

403(b) advisement

A friendly work environment

Company

Facing History & Ourselves

What We Do: Facing History & Ourselves uses lessons of history to challenge teachers and their students to stand up to racism, antisemitism, and other forms of bigotry and hate.

Founded in 1976

Brookline, Massachusetts, USA

51-200 employees