Facing History & Ourselves

Customer Support

• 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

Multimedia Accessibility, Educator Support Specialist