Qualitative Interview Host

Summary

Join M3 Global Research, a leading market research company, as a Qualitative Interview Host! You will be a key part of the Market Research Project Management team, ensuring the smooth execution of online qualitative research studies. Your responsibilities include managing daily call management, providing technical support to internal and external users, preparing respondents for interviews, and troubleshooting technical issues. You will collaborate with moderators and interpreters, document issues, and stay updated on product features. This role requires strong communication, problem-solving, and technical skills, along with experience supporting customers with online platforms. M3 offers a dynamic work environment and the opportunity to contribute to a growing global company.

Requirements

• Bachelor’s degree or equivalent work experience
• Multilingual in English, German and Spanish / Italian
• 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

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

Preferred Qualifications

• Experience supporting customers with Qualitative online platforms
• 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