Appen
Location: Remote (Anywhere)
Job Type: Full-time
The Helpdesk Specialist plays a key role in supporting participants involved in global data collection projects. Working remotely, this role involves responding to tickets in English or other specified languages, assisting participants with queries, and using tools like Excel, Salesforce, and internal platforms to provide accurate information. Collaboration with team members ensures that project and client requirements are met effectively.
Responsibilities
Tickets/Customer Service:
- Utilize Appen’s crowd management and data collection tools to support various data collection projects (audio, video, images, etc.).
- Respond to participant queries regarding:
- Project instructions and clarifications.
- Confirmation of submitted data (audio, video, image, etc.).
- Payment details and quality standards.
- Improve and create ticket response templates for efficiency.
- Assign tickets to appropriate teams when necessary.
- Develop FAQs to address common participant queries.
- Review submitted data and inform participants of quality issues or reasons for rejections.
- Follow strict confidentiality protocols for sensitive project and participant information.
- Adapt to evolving project needs and expectations.
Team Communication:
- Communicate effectively with team members via email, meetings, and Teams chats to provide accurate information to participants.
- Escalate complex tickets to the appropriate project teams as needed.
- Proactively suggest solutions to reduce ticket volume.
- Notify the crowd specialist when payment-related tickets are resolved.
Data Analysis/Excel:
- Use Excel trackers to retrieve accurate information for participant responses.
- Cross-check data across multiple tools to ensure precise feedback.
- Alert the project team of tool-related issues identified through participant interactions.
Qualifications and Experience
- Customer service experience (help desk, call center, or sales).
- Experience with stakeholder management in a project-based environment is ideal.
- Strong organizational skills with attention to detail.
- Bachelor’s degree or equivalent work experience preferred.
Required Skills and Abilities
- Proficient in Excel, including creating basic formulas and pivot tables.
- Familiarity with Microsoft Office tools (Word, PowerPoint, Outlook).
- Experience using help desk ticketing systems, preferably Salesforce.
- Quick adaptability to new tools and systems.
- Strong service-oriented approach with a commitment to quality.
- Excellent written and oral communication in English.
- Bonus: Proficiency in additional languages, including Portuguese, German, Dutch, French, Italian, Spanish, Korean, Vietnamese, Mandarin, or Turkish.
Published on: Nov 19, 2024.
This fully remote role offers the flexibility to work from anywhere while contributing to impactful global projects.