Apex Systems · 3 days ago
Content Moderator- Overnight
United States
Full-time
Remote
New Grad, Entry Level
$16/hr - $18/hrApex Systems is a world-class IT services company that serves thousands of clients across the globe. They are seeking a Content Moderator to help ensure a popular game is safe and appropriate for all age groups, utilizing various tools and problem-solving skills to manage content and community interactions.
Human ResourcesInformation TechnologyRecruiting
Responsibilities
Enforcement/Moderation – Work through various categories of moderated items to determine what action, if any, is required. Use context, common sense, and policy as a guide for fair and accurate enforcement decisions in a broad spectrum of circumstances
Escalations & Investigations – Moderators are responsible for handling escalations from internal partners and customers on a regular basis. As a result of these escalations, Investigators are also responsible for handling both the investigate aspect as well as crafting professional responses to our partners. Customer and partner trust isn’t just about taking a report, it’s about the community as a whole trusting us with the reports they submit. Each escalation receives a full investigation before a potential ban is issued on user accounts. The core content types an Investigator may investigate include: Harassment, Threats, and Abuse, Sensitive Content, Fraud and Marketplace Theft, User Profile Content, Account Takeover, Phishing, and Solicitation, User-Generated Imagery
Enforcement Appeals – All accounts that receive enforcement action lasting longer than one day are given the chance to appeal. Appeals allow us to educate and reform customers so that they can be re-introduced to the community. Investigators should consider the following when handling an appeal: Educate the customer even if they are upset. How capable of reform are they? Should we consider a more compassionate approach? Did the initial Agent or Investigator who acted against the account follow all processes correctly?
Maintaining SLAs – as we are a 24-hour team that answers potentially imminent and sensitive escalations. Other SLAs, such as customer inquiries or appeals, must be finalized within 72 hours
Communicate clinically and empathetically about sensitive investigations in a timely manner
Conduct objective, fair, thorough, unbiased and timely investigations into allegations of fraud, harassment, or misconduct committed by community members
Responsible for attending weekly team meetings to keep up with ever shifting landscape
Work with other teams within organization in a professional manner that helps to show Moderators care and efficacy within the online safety space
Other areas as agreed by Apex management within position criteria if SLA is not adversely impacted
Qualification
Required
Proven work experience in related fields
Strong interpersonal and communication skills
Ability to handle extremely sensitive content and sensitive investigation scenarios that can ultimately lead to Law Enforcement escalations in some situations. Strong constitution is a must
Ingenuity and persistence to obtain information not readily available, with an eye for detail
Ability to both work well within a team, but also work independently as needed
Good organizational skills needed to manage communication flow from multiple Teams channels, email threads, Customer Service tickets, and escalation paths
Honest and ethical with high levels of integrity and confidentiality
Ability to quickly learn and apply complicated and lengthy policies and processes as they are communicated to our customers
Preferred
Knowledge of and experience with any of the tools we already use, such as: SharePoint, Microsoft Teams, Outlook, Community Sift
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Adept at queries, report writing and presenting findings
Benefits
Medical
Dental
Vision
Life
Disability
Other insurance plans
ESPP (employee stock purchase program)
401K program
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
Corporate discount savings program
Other discounts
On-demand training program
Access to certification prep
Library of technical and leadership courses/books/seminars
Certification discounts
Other perks to associations that include CompTIA and IIBA
Dedicated customer service team for our Consultants
Certified Career Coach
Company
Apex Systems
Apex Systems, a division of On Assignment, provides organizations with IT staffing solutions to address gaps in their current workforce.
Founded in 1995
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Roger Wahman
Chief Technology Officer - SVP
Andrea Schiola
Global Head of Technology Partnerships, SVP, Principal
Recent News
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