Please note – This is not a Full Time or Part Time role. This position only provides coverage for any Safety Support Specialist that is out during the overnight shift, 8pm-5am PST. Shifts are optional and GoGuardian will provide as much advance notice as possible for you to determine if you can take a specific shift. Must be willing to work the required hours from 8pm-5am PST.
What You’ll Do
- 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.
Who You Are
- Flexible availability and willing to work any shift, including weekends and holidays, with advanced notice.
- 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. College degree preferred.
- Additional plus: non-English language proficiency