Level 1 Customer Service Representative

Level 1 Customer Service Representative

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 applyong for a Customer Service Representative position with IVès, please submit your résumé and cover letter to Nelly Plateau by e-mail nelly.plateau@ives-inc.ca

Persons who are Deaf are encouraged to apply.