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Panel Helpdesk Associate

  • Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent 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 
  • Work with internal teams to troubleshoot issues that impact respondent experiences 
  • Escalate complex issues appropriately and follow up to ensure timely resolution 
  • Learn and stay up-to-date on Sago’s technologies and procedures 
  • Follow appropriate communication procedures, guidelines, and policies  
  • Other duties as assigned 

 

 

 

Education: 

  • High School diploma/GED required  
  • Experience in market research a plus. 
  • Experience with customer service ticketing software a plus 
  • Proficiency in additional languages (e.g. French, Spanish) is required for handling region-specific tickets 

Computer Skills: 

  • Proficient in Microsoft Office including Word, Excel and PowerPoint 
  • Experience working with cloud-based software 
What You Should Know About Panel Helpdesk Associate, Sago

If you're looking for a dynamic opportunity with Sago, the position of Panel Helpdesk Associate might be your perfect match! In this role, you'll be the friendly first point of contact for inquiries directed to our respondent help desk. Your primary responsibility will be to intake, triage, investigate, and respond to questions, all while maintaining our reputation for high-quality service. You'll assess respondent needs with a keen eye, providing accurate, valid, and complete information to resolve issues efficiently. Collaboration is key, so you'll work closely with internal teams to troubleshoot any challenges that may arise, ensuring a smooth respondent experience. It's not all about problem-solving though! You'll also need to keep your knowledge sharp and stay updated on Sago's technologies and procedures. Every now and then, you’ll tackle some complex issues that require escalation, making timely follow-ups to ensure everything is resolved to everyone’s satisfaction. If you have a high school diploma or GED and experience in market research or customer service ticketing software, that will give you a leg up. Proficiency in Microsoft Office and fluency in additional languages like French or Spanish will be super beneficial as well. Come join Sago and help us provide the exceptional service we’re known for!

Frequently Asked Questions (FAQs) for Panel Helpdesk Associate Role at Sago
What are the key responsibilities of a Panel Helpdesk Associate at Sago?

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.

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What qualifications do I need to apply for the Panel Helpdesk Associate position at Sago?

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.

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How does Sago ensure high-quality service through the Panel Helpdesk Associate role?

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.

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What tools do Panel Helpdesk Associates at Sago use?

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.

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What skills are essential for a successful Panel Helpdesk Associate at Sago?

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.

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Common Interview Questions for Panel Helpdesk Associate
How do you prioritize tasks when responding to multiple inquiries as a Panel Helpdesk Associate?

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.

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Can you describe a challenging situation you faced in a previous helpdesk role and how you resolved it?

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.

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What techniques do you use to stay current with Sago's technologies and procedures?

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.

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How do you maintain a positive attitude when dealing with difficult customers at the help desk?

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.

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What steps would you take if a respondent's issue cannot be resolved immediately?

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.

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How do you handle conflicting priorities when responding to multiple inquiries?

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.

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What do you find most rewarding about working as a Panel Helpdesk Associate?

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.

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How would you escalate a complex issue appropriately?

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.

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Can you describe how you would train a new colleague in panel helpdesk procedures?

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.

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What do you believe is the most critical quality for a Panel Helpdesk Associate?

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.

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Today’s markets demand new research methods. Sago, formerly Schlesinger Group, is the global research and data partner that connects business questions to human answers. Backed by our history, global reach, and innovative spirit, our adaptive solu...

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Full-time, remote
DATE POSTED
March 7, 2025

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