About The Position
M3 Global Research is seeking a Qualitative Interview Host to support the Market Research Project Management team with day-to-day call management for market research studies. The role helps ensure assigned projects are completed on time and meet or exceed client expectations. M3's QualStage platform supports remote qualitative research and is designed to provide a secure, high-quality experience; the team also supports clients using other platforms. The host serves as a technical point of contact for internal and external users, prepares respondents for scheduled interviews, facilitates interview starts, and provides troubleshooting support. The role also supports moderator and interpreter training, communicates issues to product and engineering teams, documents technical issues and resolutions, and stays current on product features and enhancements. Operating hours are between 03:00 and 20:00 EST.
Requirements
- Multilingual ability in at least one of the following: Polish, Thai, or an Asian language.
- Strong working knowledge of Windows and Apple operating systems and product suites.
- Familiarity with Safari, Microsoft Edge, Chrome, and Firefox, as well as Apple and Android mobile devices.
- Ability to work in a team environment.
- Exceptional written and verbal communication skills.
- Excellent interpersonal skills and the ability to interact with all levels within the organization.
- Ability to explain technical steps in a friendly and simple manner, verbally and in writing.
- Well-developed analytical and problem-solving skills, including the ability to respond quickly and proactively identify and resolve potential issues.
- Self-motivation, exceptional time-management and organizational skills, and self-discipline.
Nice To Haves
- Bachelor’s degree or equivalent work experience preferred.
- Experience supporting customers with qualitative online platforms preferred.
- Previous customer service or call center experience is a plus.
Responsibilities
- Serve as a point of contact for technical platform issues for internal and external users.
- Assess users’ technical support needs and provide appropriate assistance in a timely manner.
- Prepare respondents to join scheduled interviews on time.
- Facilitate the start of scheduled interviews and provide troubleshooting support as needed.
- Support moderator and interpreter training before projects begin.
- 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 provide internal technical guidance as needed.
