Help Desk Specialist

Job Title: Helpline Specialist

Duration: 5 Month Contract

Schedule: Mon - Friday 9-6 PST

REQUIRED SKILLS AND EXPERIENCE

• Experience with customer service, technical support, or participant engagement in research studies.
• Experience assisting users via chat, email or phone
• Remote telephonic experience (must be comfortable in a remote environment talking to participants on the phone).
• Ability to manage multiple inquiries simultaneously while maintaining attention to detail.
• Experience using Excel, Microsoft Teams and Zoom

JOB DESCRIPTION

Insight Global is seeking a Remote Helpline Support Specialist to assist a UX Research Team and participants in a research study.

Schedule is Mon - Friday 9-6 PST. This remote role involves addressing participant inquiries via email or phone, troubleshooting issues, and ensuring compliance with research protocols.

Key Responsibilities:

• Respond to participant questions and concerns promptly via email and phone, providing clear and accurate guidance.
• Troubleshoot technical issues participants may encounter with research tools or platforms.
• Follow up with participants to ensure adherence to study protocols and timelines.
• Document interactions with participants and escalate complex issues to the research team as needed.
• Maintain a professional and supportive tone, fostering a positive experience for all participants. Collaborate with UX researchers to refine communication strategies and troubleshoot recurring issues.