Mobile Device & Participant Technology Support Specialist in BAYPORT

Mobile Device & Participant Technology Support Specialist

The Mobile Device & Participant Technology Support Specialist will provide on-site technical assistance to clinical study participants during scheduled visits. The role is responsible for setting up and configuring mobile phones and Apple Watch devices, installing required applications, verifying connectivity and data synchronization, and troubleshooting basic technical issues. The specialist will interact directly with participants, provide clear device-use instructions, document setup activities, and ensure all work follows applicable study protocols, data privacy, and security requirements.

Key Responsibilities

• Provide on-site technical support to participants during scheduled clinical study visits.
• Assist participants with mobile phone setup, configuration, and porting to the required mobile platform.
• Configure, pair, and synchronize Apple Watch devices with participant mobile phones.
• Install and configure required study applications, software, and device settings.
• Verify mobile device and wearable connectivity, Bluetooth pairing, synchronization, and overall functionality.
• Confirm that required applications and settings are properly configured before participants leave the visit.
• Troubleshoot basic issues involving smartphones, Apple Watch devices, applications, connectivity, Bluetooth, Wi-Fi, and synchronization.
• Assist participants with account setup, application access, permissions, notifications, and device settings as required.
• Provide clear, patient, and easy-to-understand instructions to participants on the use of mobile devices, applications, and wearable technology.
• Escalate complex technical issues to the appropriate technical, clinical, or study support team.
• Document device setup, configuration completion, troubleshooting activities, and any technical issues encountered.
• Maintain accurate records and follow established study documentation procedures.
• Follow clinical study protocols, standard operating procedures, data privacy requirements, and information security policies.
• Protect participant information and maintain confidentiality when handling mobile devices, applications, and study-related data.
• Manage multiple participant appointments and technical support activities while maintaining attention to detail.
• Work collaboratively with clinical research, site, IT, and study teams to ensure a smooth participant experience.

Required Qualifications

• 0-2 years of relevant technical support, customer service, healthcare technology, clinical research, or comparable experience.
• Equivalent combination of education, training, and relevant experience may be considered.
• Experience providing direct customer, participant, patient, or end-user support is preferred.
• Basic knowledge of smartphones, tablets, Apple Watch, Bluetooth, Wi-Fi, and mobile applications.
• Familiarity with mobile device management (MDM) systems is preferred.
• Experience supporting technology in a clinical research, healthcare, laboratory, or regulated environment is a plus.

Required Skills

• Strong troubleshooting and problem-solving abilities.
• Comfortable working with smartphones, mobile applications, and wearable devices.
• Ability to configure and troubleshoot Apple/iOS devices.
• Strong customer service and participant-facing communication skills.
• Ability to explain technical information in simple, easy-to-understand language.
• Strong attention to detail and ability to follow established procedures.
• Ability to multitask and manage multiple participant interactions.
• Good documentation and organizational skills.
• Ability to work independently while knowing when to escalate issues.
• Understanding of confidentiality, data privacy, and information security practices.
• Professional, patient, and approachable demeanor when working with study participants.