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
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..
Education and Training Required:
- Bachelor’s degree or equivalent work experience preferred.
- Bilingual-English/German or English/French desired
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.
