Nonprofit
Published 3 months ago
Remote Volunteer User Support Specialist — iLevelUP
Remote, Volunteer must be in United States
Details
Time Commitment:
Flexible
Commitment Details:
Approximately 3–6 hours per month for at least three months, plus required onboarding and confidentiality commitments.
Recurrence:
Recurring
Volunteers Needed:
8
Cause Areas:
Children & Youth, Economic Development, Education, Financial Literacy & Personal Finance, Job & Workplace
Benefits:
Training Provided
Participation Requirements:
Background Check, Attend Orientation
Age Requirement:
18+
Other Requirements:
Successful screening plus confidentiality, privacy, account security, accessibility, approved support scope, youth safeguarding, documentation, and escalation training.
Description
Help iLevelUP provide timely, respectful assistance to people using an educational platform designed for underserved youth and young people.
The volunteer User Support Specialist will respond through approved channels, resolve documented issues, and route technical, privacy, accessibility, or safeguarding concerns appropriately.
Responsibilities:
- Triage approved support requests by category, urgency, impact, and ownership
- Use verified knowledge-base articles and troubleshooting steps
- Gather minimum-necessary details and document actions clearly
- Help with navigation, account basics, access, compatibility, and common technical issues within scope
- Escalate bugs, outages, accessibility barriers, account-security concerns, and participant-safety issues
- Protect identities, contact details, screenshots, credentials, and support history
- Never request passwords, provide counseling, make eligibility decisions, or bypass account-security procedures
- Identify recurring issues and recommend improvements to product, content, and training
- Maintain professional response and handoff standards
Qualifications:
- Experience in customer support, help desk, user success, education technology, community support, or technical troubleshooting
- Patient, inclusive, accurate written communication
- Strong documentation, judgment, and comfort learning new systems
- Familiarity with accessibility, privacy, account security, and ticketing tools is helpful
- At least 18 years old and willing to complete screening and confidentiality requirements
This is a remote, recurring role available within the United States. Expect approximately 3–6 hours per month.
Questions: volunteers@ilevelup.app
iLevelUP
107 Spring Street, 2nd Floor
Seattle, WA 98104
(206) 414-8043
Location
Volunteer must be in United States
Associated Location
Seattle, WA, USA
