Troubleshooter

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 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.