Qualitative Interview Host

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

Essential Job functions:

Including, but not limited to the following:

• Communicate well with our clients in their native language (German, French, Italian, Spanish, Portuguese) besides English
• Respond in an organized manner to big volumes of requests from both internal and clients.
• Troubleshoot issues with the platform and provide solutions
• Maintain regular and punctual attendance
• Work cooperatively with others
• Comply with all company policies and procedures.

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 center experience is a plus..

Qualifications

Education and Training Required:

• Bachelor s degree or equivalent work experience preferred.
• Bilingual-English/German or English/French desired

Additional Information

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.