Troubleshooter

The HIRD- USA; Pittsburgh (Allegheny County); On-site; USD 19,000 - 30,000; Full time

Job summary

The HIRD- USA is seeking a Data Collection Operator to deliver a world-class participant experience by accurately collecting and processing data in line with SOPs. You will troubleshoot basic software/hardware and ensure data quality, with a focus on confidentiality and timely documentation.

Successful candidates will work in a fast-paced environment, maintaining professionalism, dependability, and strong attention to detail while collaborating with team members and client stakeholders.

Qualifications

• High School Diploma or GED required.
• 1 year of experience in customer service, operations, technical support or data collection.
• Ability to diagnose and resolve software/hardware issues.
• Independent work with high productivity.
• Manage multiple priorities in a fast-paced environment.
• Maintain professionalism under pressure.
• Reliable attendance and punctuality.
• Follow written procedures and instructions.

Responsibilities

• Conduct data collection activities according to SOPs and quality standards.
• Ensure participant interactions are professional and customer-focused.
• Maintain data accuracy and quality throughout collection.
• Follow security, privacy, and confidentiality requirements.
• Monitor participant schedules and support efficient transitions for 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.
• Document activities, incidents, and findings accurately.
• Support continuous improvement and provide process feedback.
• Complete all required compliance and training on time.
• Collaborate with team members, Leads, and client stakeholders.
• Adhere to attendance, punctuality, and schedule commitments.

Skills

Data collection

Quality assurance

Troubleshooting

Multi-tasking

Independent work

Punctuality

Education

High School Diploma or GED

Tools

Mac OS

Job description

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 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.