Technical Moderator

Innodata Inc • Mahwah, NJ

3d • $25 • Onsite

About The Position

We are seeking a detail-oriented and proactive Technical Moderator to support device study. In this role, you will manage and maintain study devices, facilitate participant training, and ensure professional and supportive study experience for participants. You will play a key part in troubleshooting device issues and providing onsite support wherever needed, making your technical aptitude and flexibility essential to study success.

Requirements

• Bachelor’s degree in computer science or equivalent experience preferred.
• 1–2 years of experience in technical support, device management, research moderation, or a related field.
• Demonstrated proficiency with MacOS and/or Windows operating systems, including troubleshooting common technical issues.
• Strong technical troubleshooting skills, particularly with devices that may be prone to frequent or unexpected problems.
• Proficiency in Microsoft Excel and general office software (Microsoft Office Suite, Google Workspace, etc.).
• Excellent organizational, communication, and customer service skills.
• Ability to provide flexible, hands-on onsite support as needed and adapt to rapidly changing situations.
• Must have a reliable car and valid driver’s license, and be willing to commute between cities for study-related activities and onsite support.

Nice To Haves

• Prior experience training or supporting users with technology is a plus.

Responsibilities

• Device Management: Maintain, store, and organize multiple study devices to ensure readiness and availability for participant sessions. Regularly inspect devices to confirm proper functioning and cleanliness, and address issues proactively.
• Communication: Communicate clearly and effectively with study participants and project team members. Be responsive and reliable in addressing questions, coordinating schedules, and sharing updates to all participants and project team as needed.
• Customer Service: Interact with all participants in a courteous, professional, and approachable manner. Provide support and guidance to participants before, during, and after study sessions.
• Facilitation and Moderation: Lead device training sessions for participants, ensuring all instructions are delivered clearly and sessions adhere to study requirements. Moderate sessions as needed to support study protocols and gather participant feedback or data.
• Device Inventory Management: Track, distribute, and collect all study devices according to schedules. Maintain accurate inventory logs, conduct regular checks, and promptly resolve any equipment issues or discrepancies.
• Troubleshooting and Documentation: Track session information and device usage accurately according to study protocols. Quickly troubleshoot and resolve any technical or procedural issues that arise during study participation. Report and document any incidents or needed follow-up to the study team in a timely manner.
• Problem Solving: Troubleshoot and resolve device conflicts, equipment problems, and participant concerns quickly and effectively to ensure minimal disruptions.
• Participant Communication Expectations: Communicate clearly, courteously, and promptly with all participants and study team members. Adapt communication methods (call, text, email) to participants' preferences and protocol guidelines. Respond to participant questions and requests in a timely manner. Deliver all instructions in a concise, accurate, and easily understood manner. Uphold professionalism and participant confidentiality at all times.
• Teamwork & Collaboration: Work closely with moderators, study leads, and the operations team to ensure study goals are met. Proactively identify and escalate issues or barriers to the study lead as needed. Adapt quickly to last-minute changes or unanticipated challenges. Demonstrate strong attention to detail and organizational excellence in all tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees