Technical Support Coordinator (Miami, FL)
On-siteMiami, Florida, United States
Job Summary
Provide remote technical support to study participants, addressing hardware setup, software functionality, and connectivity issues. Manage checkout and return of study equipment, verifying participant identity and documenting all devices. Assist onsite with software troubleshooting and escalations while guiding users through technical processes with clear, empathetic communication. Gather and handle collected data, then report findings to the managing team. Document technical issues, resolutions, and escalations per project protocols and collaborate with internal teams to identify recurring problems and recommend improvements. Maintain strict confidentiality and adhere to all data privacy and security guidelines throughout the study.
Required Qualifications
- Proven experience in technical support, IT helpdesk, or a related role, preferably involving consumer-facing technologies
- Familiarity with MacOS
- Strong problem-solving skills
- Detail-oriented mindset
- Experience with survey tools (e.g., Google Forms, Qualtrics, SurveyMonkey) and data cleaning tools (e.g., Excel, Google Sheets, or similar)
- Ability to communicate technical information clearly and empathetically to a non-technical audience
- Comfortable working independently and collaboratively in a remote or distributed team environment
- Able to lift 50lbs without assistance
Desired Qualifications
- Prior experience working on research or user study teams
- Background in handling participant communications or tech setup in a research environment
- Basic understanding of data privacy and handling protocols
- Previous experience in technical support or helpdesk roles
- Familiarity with troubleshooting cameras, connectivity issues, and peripheral devices
- Experience supporting participants in research or confidential projects
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