Qualitative Interview Host - Multilingual

Company Description

About m360 Research: m360 Research is a full-service market research agency specializing in the healthcare space. Our proprietary panels include over 1 million physicians across 75 specialties in addition to substantial communities of allied HCPs, and payers. Founded in 2004, with a strong provenance in technology and innovation, m360 is committed to high quality and actionable insights, underpinned by robust physician verification and ISO certification (9001, 20252, 27001). International fieldwork services are complemented by full service advanced analytics to power data-driven decision making.

M3 is the global leader in digital solutions in healthcare. We work with a range of sectors including healthcare, life sciences, pharmaceuticals, biotechnology and charities; services provided to these sectors include market research, medical education programs, promotional programs, clinical development, job recruitment and clinic appointment services. M3 has grown by more than 20% year-on-year for the past 15 years, achieving over 1 billion dollars in revenue annually.

Founded in 2000, with start-up investment capital from Sony, M3’s mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

• Named in Fortune’s 2020 ‘Future 50’ list, ahead of Facebook and Amazon
• Ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies
• M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
• Listed in Forbes’ ‘Asia’s 200 Best Over a Billion’ in 2019
• In 2020 M3 founded the ‘M3: Stop COVID-19 Fund’ and pledged one billion yen to support COVID-19 related initiatives

M3’s legacy lies in the power of trusted physician platforms. Around the world, M3 organizations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes.

Due to our continued growth, we are hiring for a Qualitative Interview Host at M3 Global Research, an M3 company.

About the Business Unit:  

M3 Global Research, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.

M3 Global Research maintains ISO 20252 and 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors. 

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.

Job Description

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..

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.