Technical Support Coordinator (Burbank, CA)

TransPerfect; Burbank (CA); Hybrid; USD 30,000 - 47,000; Part time

Job summary

DataForce by TransPerfect in Burbank, CA is seeking an Onsite Technical Support Coordinator for a 5-month, part-time project to help study participants with hardware and software issues.

You will troubleshoot, assist with equipment checkout/return, document incidents and escalate where needed, while maintaining confidentiality and data privacy. The role requires clear, empathetic communication and the ability to work independently in a distributed team.

Qualifications

• Proven experience in technical support, IT helpdesk, or a related role, preferably involving consumer-facing technologies.
• Familiarity with MacOS and familiar with common troubleshooting practices.
• Strong problem-solving skills and a detail-oriented mindset.
• Experience with survey tools (e.g., Google Forms, Qualtrics, SurveyMonkey) and data cleaning tools (e.g., Excel, Google Sheets, or similar).
• Ability to communicate technical information clearly and empathetically to a non-technical audience.
• Comfortable working independently and collaboratively in a remote or distributed team environment.
• Able to lift 50lbs without assistance.

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 and accounted for.
• Assist onsite with software troubleshooting and escalations.
• Guide participants through technical processes in a clear and patient manner, adapting communication style to suit 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

Troubleshooting

Customer-facing support

Communication skills

Problem solving

Independent worker

Adaptability

Tools

MacOS

Google Forms / Qualtrics / SurveyMonkey

Excel / Google Sheets

Job description

Work Location: Burbank, CA; Onsite

Work Schedule: Mon-Fri, 8 hours per day

Engagement Model: Fixed-term employment; Part-time

EstimatedProject Duration: 5 months

EstimatedStart Date: ASAP

Language(s) Needed: English (US)

Role Summary

We are seeking an Onsite Technical Support Coordinator to provide technical assistance to participants in a confidential research study. This role will serve as the primary resource for troubleshooting technical issues, offering guidance on software and hardware-related concerns, performing maintenance on hardware, and escalating complex problems as needed. The ideal candidate will ensure a smooth participant experience by delivering clear, empathetic, and effective support across a wide range of technical skill levels.

Role 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 and accounted for.
• Assist onsite with software troubleshooting and escalations.
• Guide participants through technical processes in a clear and patient manner, adapting communication style to suit 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.

Role Requirements

• Proven experience in technical support, IT helpdesk, or a related role, preferably involving consumer-facing technologies.
• Familiarity with MacOS and familiar with common troubleshooting practices.
• Strong problem-solving skills and a detail-oriented mindset.
• Experience with survey tools (e.g., Google Forms, Qualtrics, SurveyMonkey) and data cleaning tools (e.g., Excel, Google Sheets, or similar).
• Ability to communicate technical information clearly and empathetically to a non-technical audience.
• Comfortable working independently and collaboratively in a remote or distributed team environment.
• Able to lift 50lbs without assistance.

Preferred Skills

• Prior experience working on research or user study teams.
• Background in handling participant communications or tech setup in a research environment.
• Basic understanding of data privacy and handling protocols.
• Previous experience in technical support or helpdesk roles.
• Familiarity with troubleshooting cameras, connectivity issues, and peripheral devices.
• Experience supporting participants in research or confidential projects.

DataForce by TransPerfect is part of the TransPerfect family of companies, the world's largest provider of language and technology solutions for global business, with offices in more than 100 cities worldwide.

We offer high-quality data for Human-Machine Interaction to some of the most prestigious technology companies in the world. Our department focuses on gathering, enriching and processing data for Machine Learning in different AI domains.

To learn more about DataForce please visit us at https://www.transperfect.com/dataforce.

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. For more information on the TransPerfect Family of Companies, please visit our website at www.transperfect.com.