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Commentaire de Nelly Plat le 24 février 2016 à 9:48

Level 1 Customer Service Representative

 

IVèS (www.ives.fr)  is a communications company that develops, integrates and deploys innovative services in the fields of e-health, videoconferencing and relay centres, and it is on the forefront of bringing video relay technology to Deaf and hard-of-hearing communities around the world.

 

Canadian Administrator of Video Relay Service (CAV), Inc. (www.cav-acs.ca) is a not-for-profit corporation that has been mandated by the Canadian Radio-television and Telecommunications Commission (CRTC) to design, implement and oversee the delivery of video relay service (VRS) in Canada.

 

IVèS has been chosen by CAV to deliver the technology platform and customer services support to Canada VRS. VRS will allow Deaf and hard-of-hearing Canadians who use sign language to engage in real-time telephone conversations by connecting the customer to a sign language interpreter through an internet-based videoconferencing technology.

 

IVèS is currently seeking Customer Service Representatives to enhance customers’ VRS experience by providing outstanding customer service and technical support to both Deaf and hearing customers.

 

Responsibilities will include:

• Resolving Deaf and hearing customers’ inquiries and concerns regarding Canada VRS, the technology  and the overall customer experience

• Assisting customers with the installation of user software on their computers (Mac/Windows), smart phones and/or tablets (Mac/Android)

• Completing customer service records and maintaining an up-to-date database

• Handling requests for 10-digit numbering registration and activation, software upgrades and other technical support

• Applying resolution procedures if customer reports a service issue

• Coordinating with support engineer if service issue requires escalation

• Collecting technical information (device model, software version and log files) to further analyze issues

• Assisting with improving the VRS system by recognizing recurring issues and recommending changes

• Maintaining up-to-date knowledge about Canada VRS products and services

 

Candidates should have the following skills and/or experience:

 

• Fluent in both written English and American Sign Language (ASL)

• Experience working with Deaf or hard-of-hearing individuals and an understanding of Deaf culture

• Excellent written and verbal communication skills

• General IT experience and knowledge, including computer support and software installation

• Previous customer service experience

• Ability to handle a large volume of calls efficiently by identifying customers’ needs and recommending appropriate solutions

• Video relay and/or video conferencing experience is preferred

• Knowledge and experience with VoIP technology is an asset

Job Location: Montréal, Québec, Canada

Should you be interested in applying for a Customer Service Representative position with IVèS, please submit your résumé and cover letter to Nelly Plateau by email at nelly.plateau@ives-inc.ca.

Persons who are Deaf are encouraged to apply.