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Customer service agents in Canada

Montreal, February 24, 2016–IVèS Canada is hiring Customer Service Representatives

 

 

IVèS (www.ives.fr) is a communications company that develops, integrates and deploys innovative services inthe fiels ot 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 corporaion that has been mandated by the Canadian Radio-television and Telecommunications Commision (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.

 

RESPONSABILITIES 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 (Mas/Windows), smart phones and/or tablets (Mac/Android)
    Completing customer service record and maintaining an up-to-date databas
    Handling requests for 10-digit numbering registration and activatio, software uprgrades and other technical support
    Applaying 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 futher analyze issues
    Assisting with improving the VRS system by recognizing recurring inssues 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 ans software installation
    Previous customer service experience
    Ability to handle a large volume of calls efficiently by identifying customers’ needs ans 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 e-mail This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Persons who are Deaf are encouraged to apply.