Technical Support Agent(TSA)

The Appen Technical Support Agents (TSA) main area of responsibility relates to the monitoring of, triaging of, and response to service requests submitted by Appen consultants to a Helpdesk system implemented by Appen. Appen consultants use the Helpdesk system to report technical issues related to the installation and use of annotation tools in the execution of their duties. These issues generally involve optimization and repair of the Windows operating system and the Internet browser. Occasionally, TSA is also requested to trouble-shoot performance related issues with individual consultant PC configurations, and supporting users with their technical questions relating to Email and SharePoint, processes requests from Project Managers for the organization of Distribution Lists and Site Permissions.

A primary function of the TSA is identifying issues impacting productivity and escalating these as appropriate to the Appen client. Most of the issues that are escalated can be addressed by a robust FAQ or Knowledge Base, the creation and maintenance of which is part of the TSA duties as outlined elsewhere in this document.

Other areas of responsibility may include:

• Work with remote consultants to troubleshoot technical issues related to using Appen and Appen client tools.
• Work with remote consultants to address security issues and make recommendations to restore systems after virus attacks.
• Be familiar with various types of security software and solutions to assist annotators in optimizing their security settings for work on annotation projects.
• Be available to provide limited technical support for all Appen staff.
• Maintain accurate records of users and their account information.
• Edit Distribution List membership and Site Permissions upon PM request.
• Identify server issues and report the collected information to the vendor.
• Communicate effectively and work with existing Technical Support team to resolve issues

The Appen Technical Support Agent will be able to:
• Assist annotators in updating their browser and computer settings during the initial training period.
• Identify why websites may display differently, which may result in a negative impact to project quality.
• Troubleshoot any issues interfering with the use of the annotation tools provided by Appen and our client.
• Recommend optimal settings related to internet use and computer processing speed in order to improve annotator’s performance.
• Recommend security and anti-virus settings in order to help consultants protect their own equipment. Note that TSA should not be seen to endorse the software of one vendor over that of another vendor.
• Publish solutions and recommendations within the Helpdesk ticketing system.
• Identify and respond appropriately when hardware or software issues are beyond the scope of Appen technical support agreements with consultants.
• Provide updates to FAQ’s and self-help systems as needed.
• Send account information and accurate access instructions to users depending on role
• Uphold the pre-determined SLA’s for request processing
• Process password resets and handles email setup help requests
• Create/Delete Email and SharePoint accounts for users
• Complete other tasks as assigned by Appen Directors or Technical Support Manager.

The Appen Technical Support Agent should not:
• Rebuild computers necessitated by hardware failure or malware attacks.
• Purchase, install, or repair any software other than those required by the Appen program.
• Repair, replace, or install any equipment related to home networking or Internet connection as it relates to consultants executing their duties on behalf of Appen.
•
Engage in the repair of hardware related issues.

o The TSA may assist annotators in identifying the source of the issue, but may not participate in troubleshooting, repair, or replacement of any hardware.
For example, the TSA may recommend certain system checks or tests to determine if more memory is required.
If more memory is recommended, annotators are responsible for purchase and installation of memory.
• TSA should not provide more than 30 minutes of individual technical support to any individual consultant without prior approval from the Appen Technical Support Manager.
• Make recommendations for any third party software including recommending the installation of other browsers.
• Make suggestions for system changes that could result in unexpected changes to a consultants computing environment.

Hours of Coverage:
• Billable hours not to exceed 40 hours each week unless authorized in writing by the Appen Technical Support Manager prior to the work being completed.
• TSA is not required nor expected to provide ongoing monitoring of Helpdesk system but is expected to manage the work schedule to meet the Service Level Agreements below.
• TSA is available to provide 8 hours of coverage between the hours of 8am – 6pm PDT.

please copy the link below to apply:

https://erec.appen.com/sap/bc/webdynpro/sap/hrrcf_a_posting_apply?param=cG9zdF9pbnN0X2d1aWQ9MDA1MDU2ODA3Qjk5MUVENEEwQUNGQjZDMjE3QjVGMzkmY2FuZF90eXBlPUVYVA%3d%3d&sap-client=300¶ms=cG9zdF9pbnN0X2d1aWQ9MDA1MDU2ODA3Qjk5MUVENEEwQUNGQjZDMjE3QjVGMzk%3d#