Overview

SPARK is a national research study supported by the Simons Foundation that aims to recruit, engage and retain a community of at least 50,000 individuals with autism spectrum disorders (ASD) and their family members living in the United States. Participation in SPARK involves creating an account online at SPARKforAutism.org, contributing medical and behavioral information, mailing in a saliva sample for genetic analysis, and consenting to be invited to participate in future research studies. Reporting to the Senior Program Manager, the Participant Experience Associate will be responsible for providing multimodal support to SPARK participants throughout their journey with the SPARK Study. This is a 2.5-year position and the position will take place at the Simons Foundation’s New York City office.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

  • Provide chat, email and phone support to SPARK participants from the point at which they create an account, to returning their saliva kits, to completion of ongoing study tasks.
  • Working with the team, respond to and efficiently manage multiple participant inquiries daily that come to the SPARK Help Desk over email and phone.
  • Promptly escalate participant concerns or complaints
  • 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.
  • Support the SPARK team with various administrative tasks as needed, particularly those which require participant communications or interactions.
  • Perform any other duties or tasks as assigned or required.

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 oral and written communication skills in English
  • 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 proactive approach
  • Experience in research or healthcare setting is a plus.
  • Oral and written communication skills in Spanish are a plus.

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.

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