Freelance Interview Host - Multilingual (Remote)

M3Usa; Philippines; Remote; PHP 300,000 - 500,000; Full time

Job summary

M3 is seeking a Qualitative Interview Host to assist the Market Research Project Management team with day-to-day call management of market research studies. You will ensure projects finish on time while meeting client expectations, handling technical platform issues for internal and external users, and preparing respondents for interviews.

The role requires a Bachelor's degree or equivalent experience and multilingual capabilities, with experience in customer service or call centres being a

Qualifications

• Must have outstanding written and verbal communication abilities.
• Able to manage time effectively in a fast-paced environment.
• Strong analytical and problem-solving skills to identify and resolve issues.

Responsibilities

• Be a primary contact for technical platform issues for internal and external users.
• Assess user technical support needs to provide appropriate assistance promptly.
• Prepare respondents in advance to join scheduled interviews on time.
• Facilitate start of interviews and provide troubleshooting as needed.
• Support moderator and interpreter trainings prior to project start.
• Triage and communicate issues to QualStage Product Owner and Engineering teams.
• Document technical issues and resolutions to help customers and improve processes.
• Stay up-to-date on product features and provide internal technical guidance.

Skills

Communication skills

Time management

Analytical thinking

Teamwork

Education

Bachelor's degree or equivalent work experience

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

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