Job Description
Company Description
About M3: A Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.
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
Qualifications
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.
Additional Information
Operating hours between 03:00 - 20:00 EST
Please state which languages you are fluent in
