Panel Help Desk Associate

Med Learning Group • Cranford, NJ

9d • Remote

About The Position

As a Panel Help Desk Associate at TriVoca Health, you will provide exceptional customer service to respondents through inbound/outbound calls and emails, aiming to drive respondent satisfaction and retention.

This role is open to candidates based in Nicaragua only.

About Us:

TriVoca Health supports nearly 500 pharmaceutical, medical device, and healthcare agency clients each year, completing more than 4,000 market research projects annually. Through its proprietary panels, TriVoca connects organizations with over 33,000 verified patients, caregivers, and healthcare professionals—enabling insight that drives measurable outcomes.

The company offers traditional and digital qualitative and quantitative research services, including recruitment, focus groups, in-depth interviews, surveys, and hybrid research approaches designed to meet the needs of healthcare organizations

Requirements

• Proven customer service experience in inbound/outbound process
• Exceptional phone etiquette skills – excellent verbal and written communication skills in order to deliver quality service and make a difference in the respondent’s experience
• Ability to think outside of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties.
• Ability to multitask and work under high pressure while maintaining on call accuracy
• Proficient in Microsoft Office including Word and Excel
• High School Diploma or equivalent
• Experience in customer service and calling profile must

Nice To Haves

• Experience with customer service ticketing software a plus

Responsibilities

• Manage high volumes of inbound/outbound calls and emails while providing high quality support to respondents while documenting all reach outs
• Intake, triage, investigate, and respond to inquiries directed to help desk, maintaining our company’s reputation for high-quality service
• Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible
• Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required time frame per highest quality standards
• Work with internal teams to troubleshoot issues that impact respondent experiences
• Escalate complex issues appropriately and follow up to ensure timely resolution through outbound calls
• Learn and stay up to date on our technologies and procedures-tech savvy
• Maintaining customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality discipline targets within stipulated timelines
• Multi-tasking across channels and panels

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED