Onsite Tech Support Coordinator – Participant Study (Boston)

TransPerfect; Boston (MA); On-site; USD 34,000 - 44,000; Full time

Job summary

DataForce by TransPerfect is seeking an onsite Technical Support Coordinator in Boston, MA to provide technical assistance to participants in a confidential research study. You will troubleshoot hardware and software, perform hardware maintenance, and escalate complex issues as needed to ensure a smooth participant experience.

Responsibilities include remote and onsite support, managing equipment checkout/return, documenting issues, and collaborating with internal teams to improve processes.

Qualifications

• Proven experience in technical support, IT helpdesk, or a related role.
• Familiarity with MacOS and common troubleshooting practices.
• Strong problem-solving skills and a detail-oriented mindset.
• Experience with survey tools (Google Forms, Qualtrics, SurveyMonkey) and data cleaning tools (Excel, Google Sheets).
• Ability to communicate technical information clearly to a non-technical audience.
• Comfortable working independently and in a remote or distributed team; able to lift 50lbs.

Responsibilities

• Provide remote technical support to study participants, addressing issues related to hardware setup, software functionality, and connectivity.
• Manage the checkout and return of study equipment, including verifying participant identity and ensuring all devices are properly documented.
• Assist onsite with software troubleshooting and escalations.
• Guide participants through technical processes in a clear and patient manner, adapting communication style to varying levels of technical proficiency.
• Gather and handle collected data and report back to the managing team.
• Document and track technical issues, resolutions, and escalations in accordance with project protocols.
• Collaborate with internal teams to identify recurring issues and recommend process improvements.
• Maintain strict confidentiality and adhere to all data privacy and security guidelines throughout the study.

Skills

Technical support

IT helpdesk

Communication

Data privacy awareness

Hardware troubleshooting

Non-technical communication

Tools

MacOS

Google Forms

Qualtrics

SurveyMonkey

Excel

Google Sheets

Job description

DataForce by TransPerfect is seeking an onsite Technical Support Coordinator in Boston, MA to provide technical assistance to participants in a confidential research study. You will troubleshoot hardware and software, perform hardware maintenance, and escalate complex issues as needed to ensure a smooth participant experience.

Responsibilities include remote and onsite support, managing equipment checkout/return, documenting issues, and collaborating with internal teams to improve processes.