Technical Support Representative

IMCS Group; Philadelphia (Philadelphia County); On-site; USD 33,000 - 41,000; Full time

Job summary

IMCS Group in Philadelphia, PA seeks a Data Collection Operator to deliver accurate data collection and processing in line with SOPs. The role requires attention to detail, professionalism, and solid troubleshooting skills to support fast-paced study operations.

You will handle data accuracy, coordinate participant transitions, and document activities while collaborating with team leads and client stakeholders. Strong reliability and Mac OS experience are preferred.

Qualifications

• High School Diploma or GED required.
• Minimum 1 year of experience in customer service, operations, technical support, data collection, or a related field.
• Experience diagnosing and resolving software and hardware issues.
• Ability to work independently while maintaining high productivity.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to follow written procedures and work instructions consistently.

Responsibilities

• Conduct data collection activities according to SOPs and quality standards.
• Ensure all participant interactions are professional, welcoming, and customer-focused.
• Maintain data accuracy, completeness, and quality throughout the collection process.
• Follow security, privacy, and confidentiality requirements for sensitive data.
• Monitor participant schedules and support efficient transitions to maintain throughput.
• Troubleshoot basic software, hardware, network, and Mac OS issues.
• Escalate operational, technical, safety, or participant concerns promptly.
• Maintain a clean, organized, and professional work environment.
• Accurately document activities, incidents, and findings.
• Support continuous improvement and provide process feedback.
• Complete all required compliance and training on time.
• Collaborate with team members, Shift Leads, and client stakeholders.

Skills

Customer service

Operations

Technical troubleshooting

Data collection

Independent work

Multitasking

Attention to detail

Professionalism

Education

High School Diploma or GED

Tools

Mac OS

Job description

Location: Philadelphia, PA 19107

Pay: $37K per year

Hours: Monday-Friday (various shift times start early as 7:30am EST and end as late as 8:30pm EST)

Position Summary

The Data Collection Operator is responsible for delivering a world-class participant experience while accurately collecting, validating, and processing data in accordance with established Standard Operating Procedures (SOPs). This role requires strong attention to detail, professionalism, technical troubleshooting skills, and the ability to operate efficiently in a fast-paced environment.

Successful candidates demonstrate a strong sense of urgency, maintain high-quality standards, safeguard confidential information, and consistently follow processes while representing the client and Wipro professionally. Operators are expected to be dependable, punctual, customer-focused, and capable of identifying and escalating issues quickly.

Key Responsibilities

• Conduct data collection activities according to approved SOPs and quality standards.
• Ensure all participant interactions are professional, welcoming, and customer-focused.
• Maintain data accuracy, completeness, and quality throughout the collection process.
• Follow all security, privacy, and confidentiality requirements when handling sensitive information.
• Monitor participant schedules and support efficient participant transitions to maintain study throughput.
• Troubleshoot basic software, hardware, network, and Mac OS issues.
• Escalate operational, technical, safety, or participant concerns promptly.
• Maintain a clean, organized, and professional work environment.
• Accurately document activities, incidents, and operational findings.
• Support continuous improvement initiatives and provide feedback on process enhancements.
• Complete all required compliance and training requirements on time.
• Collaborate effectively with team members, Shift Leads, Program Leads, and client stakeholders.
• Adhere to attendance, punctuality, and schedule commitments.

Required Qualifications

• High School Diploma or GED required.
• Minimum 1 year of experience in customer service, operations, technical support, troubleshooting, data collection, or a related field.
• Experience diagnosing and resolving software and hardware issues.
• Ability to work independently while maintaining high productivity.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain professionalism under pressure.
• Reliable attendance and punctuality record.
• Ability to follow written procedures and work instructions consistently.

Preferred Qualifications

• Experience working with Mac OS environments.
• Experience in data collection, research, laboratory, or technology-related operations.
• Understanding of quality assurance and process compliance principles.
• Experience working with confidential or sensitive information.

Success in This Role

Successful Data Collection Operators consistently:

• Arrive on time and ready to work.
• Follow SOPs without deviation.
• Maintain high data quality standards.
• Demonstrate strong Mac OS and technical troubleshooting skills.
• Minimize participant wait times and support efficient study operations.
• Communicate proactively and elevate issues appropriately.
• Protect confidential information and maintain security standards.
• Take ownership of their performance and contribute positively to team success.

Core Competencies

• Mac OS Knowledge and Troubleshooting
• Process and SOP Compliance
• Attention to Detail
• Quality Focus
• Accountability and Ownership
• Teamwork and Collaboration
• Adaptability
• Critical Thinking and Problem Solving
• Sense of Urgency
• Security and Confidentiality Awareness