Help Desk Specialist is responsible for replying to tickets in specific projects in English or any language listed at the bottom of this job description. Those data collection projects are project in which we collect data (e.g videos, audios, images, text…) from participants all around the world. Your task is to help the participants once they ask questions about the project per ticket (similar to an email). It requires to use several tools such as Excel, Salesforce and other internal tools, to find the right information for that specific participant and query. Help Desk Specialist works collaboratively with Associate Data Collection Specialists, Data Collection Specialists, Project Managers and other Specialists to meet project and client requirements.
Job Description
- Tickets / Customer service
- Use Appen’s crowd management and data collection tools to work on data collection projects of different types (collecting audio recordings, images, videos…)
- Reply to tickets/emails from individual vendors, in which participants ask questions about the project. The main topics of those tickets are: clarification of the projects’ instructions, confirmation that we received the data sent (audio, video, image…), payment information, quality requirements…
- Improve / create templates that you and the team can use to reply to tickets
- Assign tickets to other teams when needed
- Create FAQ’s to reply to the most common questions asked by our projects’ participants
- Check the data collected in the tool in case the user disagree our quality check, inform the team if a second check is needed
- Inform the users about the reason of the rejection of their recordings/videos/images
- Follow strict confidentiality protocol regulating the handling of project and participant details and other sensitive information
- Adapt to changing project needs and expectations
- Team Communication
- Communicate efficiently with the other projects’ team members (email, meetings, Teams chat…) to ensure the project’s participants get accurate information
- Be able to assess what kind of tickets needs to be escalated to your project team
- Be a proactive team member, contributing solutions and helping others as necessary
- Provide the project team with weekly suggestions to decrease the number of tickets received
- Inform the crowd specialist once there are no tickets about payment issue coming anymore, so that they can close the project
- Data analyses/Excel
- Find the information you need in complex excel trackers or internal dashboards to reply accurately to participants’ tickets
- Use multiple tools to cross check information and provide content that is as useful as possible to your participant (e.g explain exactly why his/her audios were rejected not only the fact that it is rejected).
- Alert the project team if you notice issues in our tools since you are the first point of contact with project’s participants
Qualifications and Experience
- Overall 1+ experience into helpdesk.
- Customer service experience (help desk / call center / sales)
- Experience with stakeholder management in a commercial project-based environment
- Demonstrated time management and organizational skills with an excellent attention to details
- Commitment to quality (being able to follow processes and contribute to their improvements)
- Agility and a service orientated approach
- BS or BA degree from an accredited university or equivalent work experience preferred.
Required Knowledge, Skills and Abilities
- Proficient and experienced in using Excel daily (create basic formulas and pivot tables)
- Knowledge of Microsoft Office tools - Word, PowerPoint and Outlook
- Already worked on one or more help desk ticketing systems (ideally, Salesforce)
- Ability to pick up new tools and systems quickly and with accuracy
- Proficiency in English, with excellent oral and written communication skills
- Able to communicate in other languages is a bonus (especially written communication). We are looking for the following languages: Portuguese, German, Dutch, French, Italian, Spanish, Korean, Vietnamese, Mandarin and Turkish
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Last updated on Oct 15, 2024