Job Description

The Technical Support Associate is responsible for providing on-site technical assistance to participants during scheduled visits. This role focuses on configuring mobile devices and Apple Watch units, ensuring seamless functionality, and supporting participants throughout the setup and usage process. The position requires strong troubleshooting skills, attention to detail, and the ability to communicate effectively in a participant-facing environment while maintaining strict adherence to data privacy and study protocols.

Key Responsibilities

1. Participant Support & Device Setup

• Provide hands-on technical support to participants during scheduled sessions
• Assist participants in porting their mobile phones to the required platform
• Configure, set up, and pair Apple Watch devices with participant mobile phones
• Install required applications and configure system settings as per study requirements

2. Device Configuration & Validation

• Ensure proper device connectivity (Bluetooth, Wi-Fi, cellular where applicable)
• Verify successful data synchronization between devices and applications
• Conduct functional checks to confirm devices are working as expected
• Ensure compliance with Mobile Device Management (MDM) requirements if applicable

3. Troubleshooting & Issue Resolution

• Diagnose and resolve basic technical issues related to smartphones and wearable devices
• Identify connectivity, syncing, or app-related issues and apply appropriate fixes
• Escalate complex technical issues to higher-level support teams when necessary

4. Participant Guidance & Communication

• Provide clear, step-by-step instructions to participants on device usage
• Educate participants on maintaining device functionality and troubleshooting minor issues
• Address participant queries in a professional and patient manner

5. Documentation & Reporting

• Document setup completion, configurations performed, and any issues encountered
• Maintain accurate records in accordance with study or organizational requirements
• Report recurring technical problems or trends to management

6. Compliance & Data Security

• Ensure all activities comply with data privacy, security, and study protocols
• Handle participant data with confidentiality and integrity
• Follow regulatory and organizational guidelines at all times

Education & Experience

• 0–2 years of relevant experience in technical support, IT helpdesk, or similar roles
• Equivalent combination of education, training, and hands-on experience is acceptable
• Experience in healthcare technology or clinical research environments is a plus

Required Skills & Competencies

• Basic knowledge of mobile devices (iOS/Android) and wearable technology (Apple Watch)
• Familiarity with Mobile Device Management (MDM) systems is preferred
• Strong troubleshooting and problem-solving abilities
• Excellent communication and interpersonal skills
• Customer service-oriented mindset with participant-facing experience
• Ability to multitask and manage time effectively
• High attention to detail and accuracy
• Analytical thinking and ability to quickly resolve technical issues

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