Business Unit Mission:
M3 is managing thousands of online interviews in a year and has developed QualStage in response to increasing market demands for remote qualitative research approaches. This solution is easy-to-use, secure, and replicated our high-quality in-person research experiences. We also support our clients with other platforms as well.
As the business continues to grow, we are looking for a Qualitative Interview Host to assist the Market Research Project Management team with the day-to-day call management of market research studies to ensure assigned projects successfully complete on time, while meeting and exceeding client expectations.
Essential Duties and Responsibilities:
Including, but not limited to the following:
- Be a point of contact for technical platform issues for both internal and external users
- Assess technical support level of user to provide appropriate support in a timely manner
- Prepare respondents in advance to join their scheduled interviews on time
- Facilitate start of scheduled interviews and provide troubleshooting support as needed
- Support moderator and interpreter trainings prior to the start of the project
- Triage and communicate issues to the QualStage Product Owner and Engineering team
- Document technical issues and resolutions to support customers and improve internal processes
- Stay up-to-date on product features and enhancements, and be able to provide internal technical guidance as needed
Education and Training Required:
- Bachelor’s degree or equivalent work experience preferred.
- Multilingual
Minimum Experience:
- Experience supporting customers with Qualitative online platforms preferred
- Strong working knowledge of Windows and Apple operating systems and product suites; internet browsers including Safari, Microsoft Edge, Chrome and Firefox as well as Apple and Android mobile devices.
- Previous experience in customer service, or call centre experience is a plus.
Knowledge, Skill, Ability:
- Must have the ability to work in a team environment.
- Exceptional written and verbal communication skills.
- Excellent interpersonal skills and a demonstrated ability to interact with all levels within the organization.
- Able to communicate technical steps in a friendly and simplistic manner - both verbal and written
- Well-developed analytical and problem-solving skills; the ability to quickly solve problems as they present as well as proactively identify and resolve potential issues.
- A self-motivated individual with exceptional time management, organizational skills, and self-discipline.
Operating hours between 03:00 - 20:00 EST
Please state which languages you are fluent in