About the Job

Every person on the Alboum team plays an essential role in our ability to deliver on our commitment to delivering excellent, responsive client service. We work independently and collaboratively to meet our client’s ever-evolving language access needs.

The Interpretation Help Desk Manager is an integral part of Alboum’s client service team, working as part of the interpretation team and alongside Alboum’s accounting, vendor management, and sales teams. The Interpretation Help Desk Manager acts as the first line of defense to address urgent client needs and administrative support requirements. They liaise between clients and linguists and troubleshoot issues in real time. This role reports to the Director of Interpretation Services.

Candidates for this position should thrive in a fast-paced environment and be comfortable working quickly, multitasking, and constantly learning new things. Alboum operates in a rapidly changing industry and supports clients with evolving needs. Team members are expected to be flexible and open to taking on new tasks within the general scope of their role based on company needs. Strong communications skills are a must. Training will be provided on all tasks.

Primary tasks include:

• Real-Time Support – Consecutive Interpretation: Troubleshoot and address time-sensitive needs, including participant access to meetings, interpreter attendance, meeting cancellations, incorrect links or other information, and other last-minute issues that may crop up.
• Day-to-Day Client Support: Create new and manage existing accounts and user profiles. Review and assign appointment requests; interface with clients as needed to clarify appointment requirements. Provide training as needed and answer non-urgent platform how-to questions.
• Day-to-Day Interpreter Support: Answer questions regarding assignment details or platform issues.
• Day-to-Day Internal Collaboration: Work alongside interpretation account managers and accounting to address client-specific needs. Collaborate with the vendor management team on the need for new linguists and issues with existing linguists. Monitor patterns and trends in client requests and linguist behavior to shape future offerings and new linguist recruitment.

Requirements for Position:

• Strong problem solver
• Ability to work quickly and calmly under pressure
• Comfort learning new things and asking questions
• Responsive, able to multi-task, and prioritize work
• Excellent written and spoken English
• Reliable, committed to quality, and keen attention to detail
• Friendly, patient, and client service-oriented personality
• Ability to work both independently and as part of a team
• +3 years of experience in client-facing roles in the language services industry
• Experience with Boostlingo is a plus

The Interpretation Help Desk Manager is a remote position and a successful candidate can be located anywhere in the world. Hours for this role can be 10 am – 6 pm EDT/EST or 12 pm – 8 pm EDT/EST.

This role is a full-time salary + benefits position, including health insurance, PTO, and appropriate local benefits. Scope of work associated with each position and salaries are reviewed on an annual basis.

No discrimination. Ever.

Alboum Translation Services is an equal opportunity employer; we strictly prohibit discrimination against any employee or applicant on the basis of race, creed, color, sex, religion, national origin, age, sexual orientation, disability, gender identity or expression and any other characteristic protected by law.

Women, people of color, and members of the LGBTQ+ community and other historically marginalized communities are strongly encouraged to apply.