Support Technician

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 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

• Providing basic technical assistance to end-users, such as interpreters, speakers and attendees. This includes: 
  • troubleshooting hardware and software issues
  • answering inquiries and resolving simple technical problems
• Assisting in the maintenance of technical equipment and systems to ensure the proper functioning
• Actively participating in training sessions and workshops to enhance technical knowledge and skill
• Following processes and procedures as requested for each event type, solution and product
• Collaborating with other team members to share knowledge, coordinate tasks, and contribute to the success of the event.
• 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

• 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