About The Position
M3 Global Research is seeking a Qualitative Interview Host to join their Market Research Project Management team. This role will focus on the day-to-day call management of market research studies, ensuring projects are completed on time and meet client expectations. The company utilizes a platform called QualStage for remote qualitative research and also supports clients with other platforms. The Interview Host will be a point of contact for technical platform issues for both internal and external users, providing timely and appropriate support. They will also prepare respondents for interviews, facilitate the start of interviews, provide troubleshooting, support moderator and interpreter trainings, and communicate technical issues to the product and engineering teams. Additionally, the role involves documenting technical issues and resolutions, and staying updated on product features to provide technical guidance.
Requirements
- Multilingual in at least ONE of the following languages: French, Finnish, Dutch, Danish, Swedish and Asian languages
- 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.
- 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.
Nice To Haves
- Bachelor’s degree or equivalent work experience preferred.
- Previous experience in customer service, or call centre experience is a plus.
Responsibilities
- 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
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What This Job Offers
Career Level
Mid Level
Education Level
Associate degree
