Visual Interpreter - Full-time

Aira

1d•Remote

About The Position

Aira is a visual interpreting service that aims to remove barriers and make the world more accessible. As an assistive technology company, Aira operates 24/7/365 in three languages worldwide, providing service wherever there is an internet connection. The service offers live, human-to-human professional assistance for people who are blind or have low vision. Using a camera and the Aira app on a user's device, a professionally-trained visual interpreter visually interprets what is in the camera's view or on screen, assisting with tasks ranging from describing and reading to explaining and navigating. Aira is utilized across various industries, including higher education, technology, retail, healthcare, and transportation, with a network of partners committed to inclusion and accessibility. Millions of calls have been made to date, with visual interpreters empowering individuals to overcome accessibility barriers by providing live, on-demand access to visual information. Joining Aira means having a significant impact on the lives of millions worldwide who are blind or have low vision. The Visual Interpreter is a crucial component of the service, considered the 'secret sauce.' As the world's only certified visual interpreters, they are top-tier professionals dedicated to delivering an exceptional experience for the blind and low vision community. Visual Interpreters use a proprietary technology platform to answer live video calls from customers, assisting them one at a time with real-time tasks in diverse scenarios. The role does not require the interpreter to be on camera. From personal routines to professional activities and global travel, Visual Interpreters provide live, personalized support tailored to each customer's unique requirements. Aira provides its own training and certification process to prepare interpreters for the role. This paid training enhances communication skills, teaches the use of proprietary and third-party tools, and refines customer service skills. The actual real-world calls are designed to challenge and shape the interpreter's worldview.

Requirements

A high school diploma or GED equivalent.
Be 18 years of age or older.
Fluent in English.
Legal right to work and presence in the United States or Canada.
A private workspace with no background noise, that is free from family, friends, pets, visitors, etc.
Use of headphones with a noise-canceling microphone attached. It must have a USB connection.
Minimum internet speed of 25 Mbps.
Enthusiastic, eager, and articulate communicator.
Mission-driven, with innate problem-solving skills.
Adapts well to new technological systems and processes.
Comfortable using PCs, Macs, smartphones, applications, and online platforms.
Strong spatial awareness and a keen sense of direction, with the ability to orient themselves well using 2D and 3D maps and visual cues.
Strong investigative research skills and tenacious in the pursuit of information.
Utilizes creative problem-solving skills and thrives under pressure.
Possesses a strong vocabulary and knows how to utilize descriptive language effectively.
Strong attention to detail.

Nice To Haves

A background in customer service, a call center environment, or technical support.
Experience working with people with disabilities or with accessibility technology.
Knowledgeable of the full range of accommodations used by the blind and low vision community (e.g. JAWS).
Bilingual in French or Spanish (spoken and written conversational proficiency).

Responsibilities

Embody the Aira brand by always being helpful, consistent, creative, and kind.
Provide an exceptional customer experience by utilizing training and tools (proprietary and third-party) 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 Aira team by supporting other Visual Interpreters.
Continue to learn and develop extensive visual interpreting capabilities via ongoing education and training.
Clearly and accurately present on-demand visual information to blind and low vision customers.
Consistently answer calls while scheduled.
Display a composed, and professional demeanor that inspires trust and supports the Aira mission.
Engage and support the team by participating in team-building exercises, making helpful suggestions, encouraging other Visual Interpreters, 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.
Seek and act on constructive feedback; apply learnings from others to enhance your own abilities.
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.