Freelance Interview Host - Polish, Thai and Asian languages

M3Usa; Philippines; Remote; PHP 1,053,000 - 1,755,000; Full time

Job summary

M3USA is seeking a Qualitative Interview Host to support the Market Research Project Management team with day-to-day call management for remote studies, ensuring projects finish on time and meet client expectations.

The role involves becoming the go-to person for technical platform issues, preparing respondents, facilitating interviews, supporting moderator and interpreter trainings, and collaborating with Product Owner and Engineering to resolve issues.

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• Multilingual in at least ONE of Polish, Thai and Asian languages.
• Experience supporting customers with Qualitative online platforms preferred.
• Strong written and verbal communication; excellent interpersonal skills.

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.
• Operating hours between 03:00 - 20:00 EST

Skills

Communication skills

Team player

Problem-solving

Time management

Interpersonal skills

Education

Bachelor's degree or equivalent

Tools

Windows

macOS

Safari

Edge

Chrome

Firefox

Mobile devices

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:

• 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 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