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Appen

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4.2

based on 68 Reviews

1 Appen Helpdesk Specialist Job

Helpdesk Specialist

APPEN

4.2

based on 68 Reviews

1-2 years

Hyderabad / Secunderabad

1 vacancy

Helpdesk Specialist

Appen

posted 22d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Salesforce Excel German Spanish French Language

+ 3 more

Job Description

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. This role is a permanent role, 100% remote home-office based.

Responsibilities

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 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 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

Customer service experience (help desk / call center / sales)
Experience with stakeholder management in a project-based environment would be ideal
Demonstrated time management and organizational skills with an excellent attention to details
BS or BA degree from an accredited university or equivalent work experience preferred

Required Knowledge, Skills and Abilities

Proficient and experienced in using Excel (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
Agility and a service orientated approach
Commitment to quality (being able to follow processes and contribute to their improvements)
High attention to details to provide accurate information to independent contractors
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

Employment Type: Full Time, Permanent

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People are getting interviews at Appen through

(based on 7 Appen interviews)

Company Website

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57%

14%

29% candidates got the interview through other sources.

Moderate Confidence

What Helpdesk Specialist at Appen are saying

5.0

Rating based on 1 Helpdesk Specialist review

Anonymous · Data Science & Machine Learning

Likes

The company culture is really good. People are very friendly and easy to work with. Work- life balance is also good and you can choose to work remotely with flexible timings. Most importantly, you can take your time-offs without giving anyone reason why you are taking that time-off.

Dislikes

None I can think of.

Read 1 review