User Research Helpline Specialist

Job Description

Insight Global is seeking Remote Helpline Specialists to assist participants in user research studies with hardware troubleshooting. This team addressing 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:

• Respond to participant questions and concerns promptly via email and phone, providing clear and accurate guidance.

• Troubleshoot technical issues participants may encounter with research tools or platforms.

• Follow up with participants to ensure adherence to study protocols and timelines.

• Document interactions with participants and escalate complex issues to the research team as needed.

• Maintain a professional and supportive tone, fostering a positive experience for all participants.

• Collaborate with User Researchers to refine communication strategies and troubleshoot recurring issues.

•Work within Zendesk to close out tickets in a timely manner to not delay the research study

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• Prior experience in user research studies in some capacity

• Customer service, technical support, or participant engagement in research studies.

• Experience assisting users via chat, email or phone

• Remote work experience

• Must be comfortable in a remote environment talking to participants on the phone

• Ability to manage multiple inquiries simultaneously while maintaining attention to detail.

• Experience using Excel, Microsoft Teams and Zoom Zendesk or other ticketing system experience