Technical Support Coordinator in Burbank

About This Jobs

Position Overview

Work Location: Burbank, CA; Onsite
Work Schedule: Monday to Friday, 8 hours per day
Engagement Model: Fixed-term employment
Estimated Project Duration: 5 months
Estimated Start Date: Immediately

Role Summary

We are looking for an Onsite Technical Support Coordinator to deliver technical assistance to participants in a confidential research study. In this role, you will be the main contact for addressing technical issues, providing guidance on software and hardware problems, performing hardware upkeep, and forwarding complex concerns as necessary. The perfect candidate will ensure a seamless participant experience by offering clear, compassionate, and effective support to individuals with diverse technical backgrounds.

Role Responsibilities

• Deliver remote technical support to study participants, resolving issues with hardware setup, software functionality, and connectivity.
• Oversee the checkout and return of study equipment, including verifying participant identity and ensuring all devices are properly logged and tracked.
• Assist onsite with software problem-solving and issue escalation.
• Guide participants through technical steps with clarity and patience, tailoring communication to match different levels of technical knowledge.
• Collect and manage gathered data, reporting findings to the managing team.
• Record and monitor technical problems, solutions, and escalations following project guidelines.
• Work with internal teams to identify recurring challenges and suggest process enhancements.
• Maintain strict confidentiality and follow all data privacy and security protocols during the study.

Role Requirements

• Demonstrated background in technical support, IT help desk, or a similar role, ideally with experience in consumer-facing technologies.
• Familiarity with MacOS and common troubleshooting methods.
• Strong problem-solving abilities and attention to detail.
• Experience with survey tools (e.g., Google Forms, Qualtrics, SurveyMonkey) and data cleaning tools (e.g., Excel, Google Sheets, or equivalents).
• Ability to explain technical information clearly and compassionately to non-technical audiences.
• Comfortable working both independently and collaboratively in a remote or distributed team setting.
• Capable of lifting 50 pounds without assistance.

Preferred Skills

• Previous experience on research or user study teams.
• Background in handling participant communications or technology setup in a research context.
• Basic understanding of data privacy and handling procedures.
• Past experience in technical support or help desk roles.
• Familiarity with troubleshooting cameras, connectivity problems, and peripheral devices.
• Experience assisting participants in research or confidential projects.

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

We deliver high-quality data for Human-Machine Interaction to some of the most renowned technology companies globally. Our department focuses on collecting, enriching, and processing data for Machine Learning across various AI domains.

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

TransPerfect provides equal employment opportunities to all individuals regardless of 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.