Job Description
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. This role is open to individuals who are fluent in Japanese and able to work overnight hours.
- 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.
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