Panel Helpdesk Associate

As a Panel Helpdesk Associate at Sago, your key responsibilities will include intake, triage, and responding to inquiries directed at our respondent help desk. You'll assess the needs of respondents and provide accurate information to resolve issues swiftly, collaborating with internal teams to troubleshoot as needed. You’ll also be in charge of escalating complex issues and following up until they are resolved.

To apply for the Panel Helpdesk Associate position at Sago, you need a high school diploma or GED. Experience in market research and familiarity with customer service ticketing software can give you an advantage. Additionally, proficiency in Microsoft Office is essential, and being fluent in languages like French or Spanish is a plus for handling region-specific tickets.

Sago emphasizes high-quality service through training and support for our Panel Helpdesk Associates. By effectively assessing respondent needs and providing accurate information with minimal touch points, associates can resolve inquiries efficiently, which helps maintain our reputation for excellent service.

Panel Helpdesk Associates at Sago utilize various tools, primarily customer service ticketing software and Microsoft Office Suite (including Word, Excel, and PowerPoint). Familiarity with cloud-based software is also important as it helps in managing and tracking inquiries more effectively.

Essential skills for a successful Panel Helpdesk Associate at Sago include strong communication skills, proficiency in problem-solving, the ability to learn rapidly, and a customer-oriented mindset. Additionally, fluency in multiple languages enhances your ability to assist a diverse respondent base effectively.

When responding to multiple inquiries, I prioritize based on urgency and complexity. I assess which issues may impact respondents the most and tackle those first, ensuring timely responses while keeping in mind the best strategies for resolution.

In a previous helpdesk role, I faced a situation where a major software outage affected many users. I quickly gathered information, communicated proactively with impacted users, escalated the issue to IT, and provided regular updates to everyone until it was resolved.

I make it a point to regularly check company communications, attend training sessions, and engage with colleagues who can provide insights. Utilizing online resources and participating in relevant workshops also helps keep my knowledge up-to-date.

I maintain a positive attitude by empathizing with the customer's situation, actively listening, and reassuring them that I am there to help. Keeping a calm demeanor and focusing on providing solutions can often diffuse tension effectively.

If an issue cannot be resolved immediately, I would explain the situation clearly to the respondent, provide a timeline for resolution, and ensure that I follow up with them promptly as information becomes available. Communication is key to maintaining satisfaction.

I handle conflicting priorities by assessing each inquiry's impact and urgency. I aim to balance the needs of respondents by keeping detailed records and utilizing time management techniques to ensure that nothing falls through the cracks.

I find it incredibly rewarding to assist respondents in overcoming challenges. Successfully resolving issues and making their experiences smoother boosts my satisfaction and reinforces my commitment to high-quality service.

To escalate a complex issue, I first ensure that I have gathered all relevant information and have attempted all possible troubleshooting steps. I then clearly document the issue and communicate it to the appropriate party, providing updates as I receive them.

I would train a new colleague by first providing an overview of the helpdesk procedures and then taking them through a series of practical role-playing scenarios. This hands-on training helps solidify their understanding and builds their confidence.

I believe that empathy is the most critical quality for a Panel Helpdesk Associate. Understanding the respondent's perspective helps create a connection and allows for more effective and tailored solutions to their queries.