Participant Experience Associate, SPARK

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Respond to and manage participant inquiries that come to the SPARK Help Desk over email and phone, in both English and Spanish.
• Assist the communications team in drafting or editing appropriate responses to inquiries that come in through SPARK's digital media accounts (e.g., Facebook).
• Work with the product and development teams to support changes and improvements to the software tools that support various participant account functions (i.e., sending participants new saliva kits).
• Properly escalate unresolved queries (e.g., participant complaints) to appropriate members of the SPARK team.
• Effectively triage participant inquiries to other members of the team, depending on the nature of the support required, and manage the resolution of inquiries.
• Draft and maintain standard responses to the most common participant inquiries; ensure that these responses align with the SPARKforAutism.org FAQ page, other pertinent participant information on the website and updates to SPARK policies.
• Appropriately tag and categorize inquiries that come in through the SPARK Help Desk's ticketing system in order to monitor trends and other important data
• As necessary, follow up with participants on specific problems or data issues directly, provide feedback to appropriate team members and see issues through to resolution.
• Utilize excellent customer service skills and exceed customer expectations
• Ensure proper recording, documentation and closure of all inquiries.
• Recommended procedure modifications or improvements to existing ticketing system or standardized responses
• Improve Help Desk policies, procedures, products and services.
• Support the SPARK team with various administrative tasks as needed, particularly those which require participant communications or interactions.

MINIMUM QUALIFICATIONS

Education

• Bachelor's degree
• Science background a plus

Experience

• Two years of experience in a client-facing or customer service setting
• Experience in an academic and/or clinical research environment a plus

Related Skills & Other Requirements

• Strong client-facing verbal and written communication skills in both English and Spanish
• Prior experience working with, configuring or customizing one or more help desk tools like Zendesk, Salesforce, Freshdesk.
• Advanced troubleshooting and multitasking skills
• Solid customer service orientation
• Sound judgment and discretion
• Punctual and reliable
• Excellent interpersonal skills
• Ability to work independently
• Ability to work under time constraints
• Ability to work well with a variety of people
• Enthusiasm and energy

REQUIRED APPLICATION MATERIALS

• Please submit a resume and cover letter stating your interest in the position.

The Simons Foundation's Diversity Commitment

Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we are committed to cultivating an inclusive work environment. The Simons Foundation actively seeks a diverse applicant pool and encourages candidates of all backgrounds to apply. We provide equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status or any other protected category under federal, state and local law.
 

Apply Here: https://www.click2apply.net/DoyGLQu5jQVYCYojcorEG

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