User Research Helpline Specialist
Insight Global, Menlo Park, CA, United States
Remote Helpline Specialist
Insight Global is seeking remote helpline specialists to assist participants in user research studies with hardware troubleshooting. This team addresses research participant inquiries via email or phone, troubleshooting issues, and ensuring compliance with research protocols for consumer electronic devices. Logistics: Schedule: Mon
Friday Shifts: 8 hour shifts between 7:30am
11pm EST *options to work weekends too Project duration: March
Sept *with possible extensions Key responsibilities include:
Responding to participant questions and concerns promptly via email and phone, providing clear and accurate guidance.
Troubleshooting technical issues participants may encounter with research tools or platforms.
Following up with participants to ensure adherence to study protocols and timelines.
Documenting interactions with participants and escalating complex issues to the research team as needed.
Maintaining a professional and supportive tone, fostering a positive experience for all participants.
Collaborating with user researchers to refine communication strategies and troubleshoot recurring issues.
Working within Zendesk to close out tickets in a timely manner to not delay the research study.
Insight Global is seeking remote helpline specialists to assist participants in user research studies with hardware troubleshooting. This team addresses research participant inquiries via email or phone, troubleshooting issues, and ensuring compliance with research protocols for consumer electronic devices. Logistics: Schedule: Mon
Friday Shifts: 8 hour shifts between 7:30am
11pm EST *options to work weekends too Project duration: March
Sept *with possible extensions Key responsibilities include:
Responding to participant questions and concerns promptly via email and phone, providing clear and accurate guidance.
Troubleshooting technical issues participants may encounter with research tools or platforms.
Following up with participants to ensure adherence to study protocols and timelines.
Documenting interactions with participants and escalating complex issues to the research team as needed.
Maintaining a professional and supportive tone, fostering a positive experience for all participants.
Collaborating with user researchers to refine communication strategies and troubleshoot recurring issues.
Working within Zendesk to close out tickets in a timely manner to not delay the research study.