PRIMARY OBJECTIVE:

• Partner Experience Navigator is an expert customer service professional. They provide introduction to

• the client interpretation services by answering all audio & video calls with courtesy and professionalism,

• while documenting all provider interaction and ancillary issues. They are elite troubleshooters who are

• responsible for triaging initial support and troubleshooting of the desktop and peripheral computing

• environment with the corporate center as well as the devices, services, and software that are supported

• at staff or client sites. They contribute to service knowledge improvement through documentation of

• technical support and may need to assist with projects as assigned.

ESSENTIAL FUNCTIONS:

Operator Functions

• Accurately routes video and audio calls according to Provider request for specific language support.

• Assists providers in proper identification of LEP Patient language/dialect.

• Cultivates cooperative relationships with Interpreters, Supervisors, Operator teammates

• and the client management team.

• Maintains awareness of changing Interpreter availability in the language center and uses

• sound judgment in use of outsourcing options.

Dispatch Functions

• Triages on-site interpretation requests to dedicated team member(s).

• Documents, through reports and data, all important client information.

• Answers customer questions on open assignments as requested.

Technical Support Functions

• Provides technical troubleshooting for customers and the client staff members by answering incoming calls.

• Configure new devices as needed for current and new clients.

• IT systems research to respond and resolve help desk ticket needs.

• Monitors/troubleshoots and documents call quality issues.

• Performs initial contractor onboarding quality checks.

• To provision support services for Engineering and other technical teams.

Undefined:

• Watch and report on all ticket queues and performance of vendor(s).

• To ensure maximum possible service availability and performance.

Job Requirements

EDUCATION AND QUALIFICATIONS:

• University Degree or GED required.

• Mental agility and decision-making skills.

• Familiarity with correct names of world languages and dialects.

• Excellent English diction, communication, and interpersonal skills .

• Familiarity with regional American English accents.

• Ability to communicate sincerity and with professionalism on camera.

• 6 months customer service experience.

• Basic understanding of the technical fundamentals of the Internet and network connectivity.

• Ability to assess and prioritize faults and respond accordingly.

• Work well in a busy team.

• Work well in an isolated environment using chat, email and phone for communication

Weekly work load:

• A minimum of 40 hours from late afternoon to or beyond mid-night to Aline with Pacific Standard Time day shift. Flexibility required to work 40 hours any time of 24/7 including Holidays.

Special requirements:

• Because of working time in late hours those living in and arround Lebu area are most welcome.

• Willingness to work during Ethiopian holidays as the candidates will only rest on holidays recognized in the USA.

Additional Benefits:

• International level virtual induction tanning.

• Transport service to return from work while working in the everting time.

• Housing allowance for those living near to office (5 km radius).

• Working on Ethiopian holidays will be compensated according to the law. 

How to Apply

Interested applicants please send your updated CV via email to hr.bcadconsulting@gmail.com with mentioning which language you apply for on the subject line.