Remote Volunteer User Support Specialist — iLevelUP

Who We Serve

iLevelUP supports a broad range of learners and partners:

• Students (Middle School through College)
• Especially those who are navigating college and career decisions without extensive support at home.
• First-Generation and Underserved Learners
• Schools, counselors, and college readiness programs
• Corporations, nonprofits, and investors

How It Works

iLevelUP combines structured guidance with interactive features:

• Gamified Quests
• AI-Driven Personalization
• Mentorship Through Trail Guides

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