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Agent- French/english Bilingual

3 months ago

Remote, Canada Aira Full time

Description
Aira is Visual Interpreting.

We are an assistive technology company on a mission to remove barriers and make the world more accessible. We operate 24/7/365 in three languages worldwide and provide service wherever there is an internet connection.

Our service is live, human-to-human professional assistance for people who are blind or have low vision.

Using the powerful combination of a camera and the Aira app on someone's device of choice, a professionally-trained visual interpreter (an Aira Agent) will assist by visually interpreting what is in the camera's view or on screen, from describing to reading, from explaining to navigating - just about anything, safely and securely.

Aira is used in any industry - such as higher education, technology, retail, healthcare, transportation, and more.

Our robust and growing network of partners committed to inclusion and accessibility includes airports, banks, major software companies, financial firms, retailers, and universities.

With millions of calls to date, our visual interpreters empower individuals to overcome accessibility barriers every day by providing live, on-demand access to visual information.


By joining this organization, you will have a major impact on the lives of the millions of people worldwide who are blind or have low vision.


The Aira Agent is the most essential component of our service, often considered the 'secret sauce.' As the world's only certified visual interpreters, Agents are top-tier professionals dedicated to delivering an exceptional experience for members of the blind and low vision community.


As an Agent, using our proprietary technology platform, you will answer live video calls from our blind and low vision customers.

You will then assist, one at a time, with real-time tasks in countless unique scenarios. Please note you will not be on camera during these live video calls.


From assisting with daily personal routines to professional activities to navigating a dream journey around the globe, Aira Agents focus on providing live, personalized support for each customer's unique requirements during live calls.

Here is a videoto show what the role encompasses and what it's like to be a part of Aira.

Working as an Aira Agent is unlike any other job.

We've developed our own training and certification process to ensure you'll be ready and able to assist our customers accomplish any task.

While our paid training will expand your communication skills, teach you to use a mix of third-party tools and proprietary technologies, and polish your customer service skills, it's the actual real-world calls that will challenge and shape your worldview.


Objectives of this Role:

  • Embody the Aira brand by always being helpful, consistent, creative, and kind.
  • Provide an exceptional customer experience by utilizing training and tools (proprietary and thirdparty) efficiently and accurately to support blind and low vision customer needs.
  • Contribute to the organization's growth and success by being a core member of the Agent team by supporting other Agents.
  • Continue to learn and develop extensive Agenting capabilities via ongoing education and training.

Responsibilities:

  • Clearly and accurately present ondemand visual information to blind and low vision customers.
  • Display a composed, and professional demeanor that inspires trust and supports the Aira mission.
  • Produce accurate reporting and communicate effectively with leadership to improve Agent and customer experience.
  • Engage and support the team by participating in teambuilding exercises, making helpful suggestions, encouraging other Agents, and contributing to overall organizational growth and development.
  • Maintain strict data privacy standards and confidentiality.
  • Maintain regular and consistent attendance and punctuality.
  • Follow all of Aira's policies and procedures. Adhere to Aira's values, beliefs, and principles.
  • Anticipate Explorers' needs and provide exceptional customer experience.
  • Demonstrate the ability to adapt to uncertainties or changing priorities and various types of calls and situations.
  • Work effectively with all people equitably regardless of race, color, national origin, religion, sexual orientation, physical or mental disability, age, veteran status, or marital status.
  • Make timely and quality decisions, and improve productivity and efficiency by drawing on experience and data to anticipate potential problems before they arise.
  • Develop and maintain effective working relationships with team members and Explorers (the name we use to refer to our customers).
  • Set high standards of performance for self and others.
  • Assume responsibility and accountability for completing assignments and tasks successfully.
  • Responsibilities and activities may change or new ones may be assigned at any time with or without notice.
- _Follow Visual Interpreter Code of Professional Conduct_

Requirements:

**Key Skills an