Partner Experience Navigator (Customer Service Officer)

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.

● Performs other duties as assigned.

• 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 Standar 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 around 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 traning before placement and attractive remuneration.
• Transport service to return from work when working in the evening time.
• Housing allowance for those living near to office (5 km radius).
• Working on Ethiopian holidays will be compensated according to the law.