What will my hourly wage be?

Your hourly rate will depend on the region you are working in.  For example, Canada’s current hourly rate is 11.28 per hour.

Will I receive paid vacation?

Yes, Home Agents are eligible for paid vacation time, accrued based on the hours you work. 

Will I be self-employed or considered a contract employee? 

No, Home Agents are Transcom employees.

Can I choose to be considered a contract employee?   

No, Home Agents are Transcom employees.

Will Transcom pay for my internet subscription?

No, Transcom will not cover the costs of your internet subscription or installation. You may be eligible to claim some expenses on your personal income tax. You should research this if you are interested.

Training

How will I complete my Home Agent training?

You will complete 100% of your training from your own home. 

How long is Home Agent training?

The length of training depends on what type of work you are being trained for.  Training is typically 2 - 4 weeks, Full Time 

Will I be paid for my Home Agent training?

Yes, you will be paid for all the training you attend.  If you miss time in training (e.g. you are sick), you will not be paid for that time.  In addition, missing training time may prevent you from being able to successfully pass training. 

How much will I be paid for training?

You will be paid your regular hourly rate ($11.28/hour Canadian) for all the training you attend.  If you miss time in training (e.g. you are sick), you will not be paid for that time.  In addition, missing training time may prevent you from being able to successfully pass training

Technical Requirements 

Do I need to buy a computer?

A computer is required as part of your Home Agent agreement. We will provide you with access to Transcom’s network and use of the "soft-phone" to take/make calls. As a result, you do not need to have a separate phone line or voice-over-IP service to work. 

What are the technical requirements my computer must have?

Operating System:

We support the following operating systems:

·         32-bit Windows XP Home or Professional, Service Pack 3

·         32-bit Windows Vista Enterprise, Ultimate, Business, Home Premium with Service Pack 2

·         32-bit Windows 7 Enterprise, Ultimate, Professional, and Home Premium.

Note:

·         We require that the OS have the standard windows install location (C:\windows).
This affects host machines where the install path has been altered (D:\Windows), or for example, machines that have been upgraded from Windows 2000 to a newer version of Windows (leaving the Windows install directory as C:\WINNT instead of C:\Windows).

·         We do not support Operating Systems that run within a virtual pc environment, for example running VMware solutions, Virtual PC, Windows Virtual PC, XP Mode, Parallels.

·         We currently do not support x64 (64 Bit) Operating Systems.

Antivirus:
We support the following Antivirus software:

·         Norton/Symantec

·         McAfee

·         avast! (avast! offers a free download)

Memory:

·         Minimum for Win7:     2 GB

·         Minimum for Vista :    2 GB

·         Minimum for XP:        2 GB

Other requirements:

·         Desktop computer (No portable computers, laptops, netbooks)

·         A subscription to a hardwired DSL or Cable high speed internet service (no WiFi, WiMax, Satellite or wireless connections)

·         Internet speeds – minimum download speed 1000 KBps – upload speed 512 KBps

·         Minimum processor speed of 1600 MHz (same as 1.6 GHz)

·         Minimum 40 GB hard drive space free on C Drive.

·         A wired USB headset (agent responsibility)

How do I know if my computer will meet requirements?

As part of the selection process, you will be asked to complete a system check of your computer.  You will be asked to visit a website to complete the required system check.  You will then be required to report back to us with the technical requirements found from the system check.  We will confirm you compatibility and if your computer is not compatible, you will be provided with specific details on what to upgrade, if necessary.

Do I need any special equipment to connect?

Yes.  You will need to have a headset and high speed internet connection. You may not have other computers sharing your internet connection while working.

Will Transcom pay for my headset?

No.  You will be required to purchase an approved headset as part of your Home Agent agreement. 

What type of headset do I require?

It is recommended to find a headset model which suits your preference and company requirement.  The following headset models are recommended:

• Plantronics Audio 615M USB
• Plantronics Audio 630M USB
• Logitech ClearChat PRO USB
• Logitech ClearChat Comfort USB
• Logitech ClearChat Premium USB  

Will Transcom pay for my Internet subscription?

No, Transcom will not cover the costs of your internet subscription or installation. You may be eligible to claim some expenses on your personal income tax. You should research this if you are interested.

What kind of Internet service do I need?

You will need a reliable high-speed cable or DSL connection. "Lite" services, or services with reduced speeds won’t be adequate. Satellite and wireless connections can’t be used for Home Agent due to security, reliability and upload speeds. You may not have other computers sharing your internet connection during work hours. If selected for the program, you will complete an internet connection quality test before beginning to work from home. 

I currently use "Provider X" as my provider. Is my connection fast enough?

Every provider and geographic area is different. Candidates must have a true high speed cable or DSL connection, and "lite" versions are not adequate. Satellite and wireless connections can’t be used for Home Agent. If selected for the program, you will complete an internet connection quality test before beginning to work from home. 

What if I move once I join the program? Can I still work as a Home Agent?

Yes, provided you receive written permission from Transcom. If you are moving between states/provinces, you must be transferring to a state where we are currently registered as a business. If you are moving out of the country, you must have legal eligibility to work in the new country.  You must also be transferring to a country/region where we are currently registered as a business.  

You still need reliable true high-speed cable/DSL service and have to have a quiet and private place to work. 

Do I need to subscribe to VoIP phone (Voice over IP) service?

No, you do not need to subscribe to Voice over IP phone service. You do not need a phone line either. The software you will be provided with acts like a phone, without the need for a phone line or extra services from your phone provider.  

Do I need a separate phone line?

No, you do not need to subscribe to a separate phone/land line. The software you will be provided with comes with acts like a phone, without the need for a phone line or extra services from your phone provider.   

Work Environment  

Do I need any special place in my home to work?

You need a quiet place in your home where you can work without interruption (e.g. tv, people, music, etc.).  This can be an office, bedroom, living room, etc. – any place you can work without disruption.  You must have an appropriate area that allows you to focus on your customer and where the customer won’t be disrupted by background noise not suitable to a professional environment. You may not have other people in the area with you while you’re working.

Will I have a supervisor?

Yes, you will have a supervisor to help you with any work-related questions/concerns, etc.  They will also coach you on a regular basis to let you know how you are doing and how to improve your skills.

Will I be able to contact others for help?

Yes, you will be able to contact your supervisor and your coworkers. All Home Agents use an instant messenger program to communicate with their supervisor and coworkers every day.  You can also email or call people for help.

What if I move? Can I still work as a Home Agent?

In many cases, the answer is yes.  You would need to receive approval from Transcom, and make sure you meet the other technical requirements of the Home Agent program (e.g. internet connection).

Shifts & Types of Work

What kind of work will I be doing?

Currently, we have Home Agents doing many different types of work.  Some examples include technical support or helping customers with their services and bills.

When will I work?

Once trained, you will be assigned a shift.  We have many clients who need our support throughout the day and week.  Some of our clients need us to help their customers 24/7, and many are open 7 days per week. It’s important that you have shift flexibility, including the ability to work split shifts, evenings, weekends and potentially nights to become a Home Agent.

Will I have to work an overnight/midnight shift?

Some of our clients need us to help their customers 24/7, so Home Agents may be required to work midnight shifts and/or a split shift.

What is a split shift?

A split shift is where your shift (e.g. 8 hours) is divided into 2 sections, instead of working the whole shift in 1 block of time.  For example, you may work from 10:00am – 2:00pm, be off from 2:00pm – 6:00pm, then finish your shift from 6:00pm – 10:00pm.

Can I work Part Time?

Currently we prefer to hire for Full Time shifts, but will consider requests for Part Time.