Job Description
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 in at least ONE of the following languages: Polish, Thai and Asian languages 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 i
