Job Description

Must additionally complete Aira Agent Prescreen and Aptitude Test

We are an assistive technology company on a mission to remove barriers and make the world more accessible. We operate 24/7/365 in three languages worldwide and provide service wherever there is an internet connection.

Our service is live, human-to-human professional assistance for people who are blind or have low vision. Using the powerful combination of a camera and the Aira app on someone’s device of choice, a professionally-trained visual interpreter will assist by visually interpreting what is in the camera’s view or on screen, from describing to reading, from explaining to navigating – just about anything, safely and securely.

Aira is used in any industry – such as higher education, technology, retail, healthcare, transportation, and more. Our robust and growing network of partners committed to inclusion and accessibility includes airports, banks, major software companies, financial firms, retailers, and universities. With millions of calls to date, our visual interpreters empower individuals to overcome accessibility barriers every day by providing live, on-demand access to visual information.

By joining this organization, you will have a major impact on the lives of the millions of people worldwide who are blind or have low vision.

The Visual Interpreter is the most essential component of our service, often considered the ‘secret sauce.’ As the world’s only certified visual interpreters, Visual Interpreters are top-tier professionals dedicated to delivering an exceptional experience for members of the blind and low vision community.

As a Visual Interpreter, using our proprietary technology platform, you will answer live video calls from our blind and low vision customers. You will then assist, one at a time, with real-time tasks in countless unique scenarios. Please note you will not be on camera during these live video calls.

From assisting with daily personal routines to professional activities to navigating a dream journey around the globe, Visual Interpreters focus on providing live, personalized support for each customer’s unique requirements during live calls. Here is a video to show what the role encompasses and what it’s like to be a part of Aira.

Working as a Visual Interpreter is unlike any other job. We've developed our own training and certification process to ensure you'll be ready and able to assist our customers accomplish any task. While our paid training will expand your communication skills, teach you to use a mix of third-party tools and proprietary technologies, and polish your customer service skills, it’s the actual real-world calls that will challenge and shape your worldview.

Objectives of this Role:

• Embody the Aira brand by always being helpful, consistent, creative, and kind.
• Provide 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.
  
  

Responsibilities:

• 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 the Visual Interpreter Code of Professional Conduct

Requirements

Key Skills and Qualifications

The Visual Interpreter:

• Is an enthusiastic, eager, and articulate communicator.
• Is mission-driven, and has innate problem solving skills.
• Adapts well to new technological systems and processes.
• Is comfortable using PCs, Macs, smartphones, applications, and online platforms.

• Has strong spatial awareness and a keen sense of direction, with the ability to orient themselves well using 2D and 3D maps and visual cues.
• Has strong investigative research skills and is 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.
• Has a strong attention to detail.

Qualifications:

• A high school diploma or GED equivalent.
• Be 18 years of age or older.
• Fluent in English.
• Must be located in the United States
• Excluded employment locations: CA, CO, D.C., IL, MA, NJ, NY, OR, WA, US territories, international (except US military installations OCONUS)
• A private workspace with no background noise, that is free from family, friends, pets, visitors, etc.
• A computer system that meets our required technical specifications:
• Windows or Mac computer using Windows 11 or Mac OS Ventura 13.0 or higher (no Chromebooks)
• A Quad-Core CPU (4 physical cores; logical cores are not counted)
• A minimum of 40 GB of available disk space
• Processor speed of 2.0 GHz or higher (base speed must be 2.0 GHz or higher, not “turbo boost” speed)
• Minimum of 8 GB RAM
• An internal or external camera
• Use of headphones with a noise-canceling microphone attached. It must be wired while taking calls.
• Minimum internet speed of 50MBps
  
  

Minimum Schedule Requirements:

• Minimum 20 hours of weekly availability; minimum 12 hours worked per week
• Availability provided in 4 hour blocks
• Availability Saturday or Sunday required
  
  

Preferred Qualifications:

• 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).
  
  

Aira’s Values

• We are powered by people
• We pursue excellence & hold ourselves accountable for results
• We embrace change and agility
• We act with integrity, transparency, dignity and respect
• We are champions of inclusion, diversity and accessibility

Aira’s Operating Principles

• Agility: We reconsider priorities and solutions when presented with new information, scenarios, and opportunities.
• Focus: We operate with a plan, based on our roadmap and aligned to our priorities.
• Diversity: We embrace a workplace that celebrates personal differences and the way those differences make us all stronger.
• Scalability: We expect and demand repeatable, documented processes to replace ad-hoc operations, so we can scale growth and support career movement.
• Fiscal Responsibility: We make financial (or investment) decisions using radical optimism coupled with disciplined, fiscal conservatism.
• Transparency: We (Employees and Agent Staff) engage in open, honest, and direct, 2-way communication because we trust one another.
• Corporate Social Responsibility: We support the community in matters related to health, employment and independent living. This includes making our service available as broadly as possible to support these commitments.

Benefits

• $20 base rate 4:00am - 12:00pm PST
  • +$1 Swing 12:00pm - 8:00pm PST
  • +$2 Nights 8:00pm - 4:00am PST
  • +$3 Weekends 8:00pm Friday - 4:00am Monday PST
• $400 Annual technology stipend
• Paid sick leave
• Paid training
• 100% remote work - always was, always will be
• Supportive, integrated team environment with ongoing development opportunities
  All candidates will be treated fairly, without regard to race, color, religion, sex, national origin, age, physical or mental disability, sexual orientation, martial status, military or veteran status, gender identity and expression, genetic information, or any other factors protected by law.
  
  Accessibility Support
  Aira is committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability, please contact us at humanresources@aira.io .

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