Online Focus Group Host - Part-Time

POSITION SUMMARY: 

The primary function of this role is to provide technical support and troubleshooting assistance to customers while hosting live online focus groups and provide high quality product support to our end users via tickets, email, chat, and phone.  

KEY JOB RESPONSIBILITIES: 

• Independently host online focus group sessions, running on the QualMeeting and QualBoard platform while actively listening and watching each session to provide technical support as needed, aiming for the highest quality experience for our clients and participants.  

• Responsible for promptly answering requests via tickets, chats, emails, and phone, providing exceptional customer service.  

• Perform tasks related to a variety of QualProduct setup and deliverables, including, but not limited to, technical check status, updating session statues, and updating stimuli. 

• Help keep clients and projects organized, documented and on schedule.  

• Ability to anticipate, recognize and resolve technical (hardware, software, application or operational) problems.   

• Ability to handle and resolve customer complaints or issues efficiently.  

• Identify and document product failures. 

• Proactively contribute to departmental process improvement, while maintaining platform proficiency by attending all QualProduct trainings and assisting with certain projects including, video upload, project set up and data manipulation using Excel.  

• Any other duties assigned by management. 

CORE COMPETENCIES: 

• Strong technical abilities using a variety of web-based applications, ability to learn new platforms with minimal training and to help others learn new platforms as needed.  

• Service-oriented - perceptive to others’ needs and naturally inclined to help people, treats co-workers and employees with courteousness, consideration, and tact.  

• Experience with multiple Desktop and Laptop configurations and environments.  

• Effectively and efficiently communicate information with internal team and customers. 

• Ability to work effectively as part of a team - cooperative, flexible, reliable, able to express opinions honestly and constructively.  

• Multi-tasker - able to juggle multiple tasks/projects at a time with high accuracy, high efficiency, and minimal stress.  

• Extremely detail-oriented - notices incomplete or incorrect information and strives to ensure everything is accurate; able to focus on details while keeping sight of the big picture.  

QUALIFICATIONS 

Education: 

• High School Diploma 

Experience: 

• Minimum 1 year experience working in a technical support or customer service capacity. 

Computer Skills: 

• Excellent software skills used to support our clients, employees, and project teams (Excel, Microsoft Office Suite and/or Google Equivalents)