Aira

Customer Support

• Customer Support: Respond promptly and empathetically to inbound calls, emails, and text message inquiries from Aira users. Provide guidance and assistance regards to billing, subscription plans, and any questions about Aira’s products and services.
• Technical Troubleshooting: Assist users with technical issues related to the Aira app or equipment, ensuring a smooth and seamless experience during their interactions.
• Training and Onboarding: Educate new users on how to effectively use the Aira platform, explaining its features, functionalities, and best practices.
• Documentation: Maintain detailed and accurate records of user interactions, ensuring all information is logged in the CRM system to track and manage customer issues effectively.
• Collaboration: Work closely with other Customer Care team members, sharing insights, and collaborating to provide consistent and exceptional support.
• User Advocacy: Be the voice of the users within the company, conveying feedback and suggestions to the product and development teams to continuously improve the Aira platform.
• Quality Assurance: Participate in quality assurance activities to ensure service excellence and adherence to Aira's standards.

Customer Care Agent

Translator

• 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

Visual Interpreter, PT Weekend

• 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

Customer Care Agent

Visual Interpreter, PT Weekend

Visual Interpreter – PT Core