Support Technician

Posted Mar 30

THE TEAM

Operations and Client Delivery Department

Our Operations and Client Delivery Department is a dynamic team of over 50 passionate individuals from across the globe. We're continuously growing and bringing a wealth of diverse expertise to the table.

United by a shared goal of exceptional service, we work collaboratively to support our partners and clients around the world.

The Remote Support Team

Embedded within our Operations and Client Delivery department, the Remote Support Team acts as the technical backbone for our events. These tech-savvy individuals are the heroes behind the scenes, providing essential support to interpreters, speakers, and attendees.

THE ROLE- KEY RESPONSIBILITIES

The Remote Support Technician (RST) position requires a basic technical level of knowledge of Remote Simultaneous Interpreting (RSI) and videoconferencing software. The RST is responsible for supervising events, troubleshooting issues, and monitoring the equipment of event users, such as interpreters, speakers and attendees.

Remote Support Technicians must be familiar with all types of setups, products, and solutions that we are providing. They should be able to independently monitor simpler types of events, while for more advanced setups, they will be expected to have basic knowledge and work under the supervision of a Senior RST.

Role responsibilities

  1. Providing basic technical assistance to end-users, such as interpreters, speakers and attendees. This includes: 
  2. troubleshooting hardware and software issues
  3. answering inquiries and resolving simple technical problems
  4. Assisting in the maintenance of technical equipment and systems to ensure the proper functioning
  5. Actively participating in training sessions and workshops to enhance technical knowledge and skill
  6. Following processes and procedures as requested for each event type, solution and product
  7. Collaborating with other team members to share knowledge, coordinate tasks, and contribute to the success of the event.
  8. Close collaboration with colleagues from other teams, especially Project and Operations Managers

Working Hours

The remote support team operates on two pre-defined shift models. One model covers Monday to Friday with 8-hour shifts (1 hour break included), while the other model spans Tuesday to Thursday with 12-hour shifts (1h45min break included), and an additional 4 hours on either of the two weekend days.

The time frame for shifts is between 06:00-01:00 local time.

Team assignments and shift rotations are managed weekly by the Operations Management team and are determined according to the events schedule.

While the majority of remote support activities are conducted online, onsite support may be requested as needed. Communication regarding such requests will be timely and efficiently conveyed to the relevant team members.

Reporting Level

Job Level 2:

Reporting to RS Team Leads

KEY EXPERIENCES AND COMPETENCIES
  • Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
  • Basic understanding of technical systems, equipment, or software relevant to videoconference platforms or similar software
  • Demonstrate basic problem-solving skills to identify and address simple technical issues.
  • Excellent customer service and communication skills, both verbal and written, to interact effectively both internally with team members and externally with end-users.
  • A strong willingness to learn, develop new skills, and grow in the technical field.
  • Ability to adapt to changing tasks, work in a team-oriented environment, and follow instructions from RS Team Lead and Senior RS Technicians.
  • The minimum English level required is B2.
  • Consistent access to a strong, reliable internet connection
ABOUT US

Who we are

At Interprefy, we help global businesses, institutions, NGOs and even SMEs to reach global audiences and facilitate truly multilingual conversations. Our powerful combination of cloud-based technology and world-class support makes it easy to add real-time interpretation from vetted pro interpreters and AI-powered live captions to any hybrid, on-site or in-person event.

Our mission

We are on a mission to connect the world in their own language, ultimately aiming to remove all language barriers that stand in the way of successfully meeting globally. We partner with over 60 meeting platforms to bring our multilingual meeting expertise to their clients and work closely with leading Language Service Providers to source the right language talent for even the rarest language combinations. 

Our global team has already supported over 50,000 multilingual meetings all over the world for a large range of clients, including the White House, UEFA, Google, or GlaxoSmithKline. Wherever people meet, we can interprefy their meeting - we've even connected an astronaut on the International Space Station ISS to a world expo.

A fast-growing global team

We've rapidly grown from a small Zurich-based startup to a leading solutions provider in multilingual meetings since 2015. Today, we are a team of 100+ talents spread across five continents and 29 countries. At Interprefy, chances are high that you virtually travel the world in one day by connecting with colleagues on all continents - from Honduras all the way to Taiwan.

We are a remote-first company with an incredibly diverse team across cultures, languages, and backgrounds.

Our values

In the absence of physical offices, we rely heavily on values that underpin and guide the way we work with each other and our clients. Created by our global workforce we have established five core principles that we aim to follow in our daily work.  

  • Having impact - is a priority in everything we do. 
  • Why not? - We are free to find the best and most sustainable way to get things done. 
  • We care - about our customers, the end user, our colleagues, our partners, the planet and the globally connected society. 
  • Finding the balance -between work and life, between challenges and success. 
  • Failing fast - We learn from our mistakes and share our learnings to do better next time.

What we offer 

  • An opportunity to make an impact at a mission-driven organization that facilitates world-changing conversations. 
  • An international and multicultural work environment, where you will be working with an incredibly talented and diverse team spread across 29 countries. 
  • An open and impact-driven company culture that embraces creativity. 
  • A remote company setting that provides autonomy, flexibility, personal growth opportunities, and the right hardware you need upon joining Interprefy.  

Our remote-first culture enables us to reach out to a broader workforce which contributes to a more diverse workforce. We strongly believe that the principles of diversity and inclusion are strong drivers of progress, because complex challenges can only be tackled by bringing in a diverse set of perspectives. We are an equal opportunity employer, we do not tolerate any discrimination against race, religion, gender identity, sexual orientation, disability, or any other status.