Help Desk Manager

Alboum is the only translation services agency specifically for nonprofits and mission-driven organizations. Our team provides the foundation for our reputation of excellent customer service and quality at affordable prices. We value the contributions of each of our team members and are proud of our collaborative, team-oriented approach.

Our team of language service professionals is as dedicated, experienced, and enthusiastic about their craft as our nonprofit clients are about their causes.

Every person on the Alboum team plays an essential role in our ability to deliver on our commitment to 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 communication skills are a must.

Training will be provided on all tasks.

Primary tasks include:

• Real-Time Support – Consecutive Interpretation: 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 arise.
• Real-Time Support – Simultaneous Interpretation: Address time-sensitive needs including interpreter access to and set-up for meetings, interpreter attendance, incorrect links or other information, and other last-minute issues that may arise.
• Day-to-Day Client Support: Review and assign appointment requests, interface with clients as needed to clarify needs, 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 Support: Support interpretation account managers to address client-specific needs and provide back-up as needed. Collaborate with the vendor management team regarding the need for new linguists and issues with existing linguists.

Requirements for Position:

• 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 the language services industry
• Experience with interpretation project management
• 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 are 10 am – 6 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.

Alboum Translation…