Multilingual Qualitative Interview Host

**Company Description**
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 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.

**The working hours for these roles will be 10:00 - 18:00 and 11:00 - 19:00 (CET)**

**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 in English, German / French / Italian / Spanish

**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** Benefits**:

- 25 days annual leave
- Participation in an annual bonus scheme linked to the profitability of the business
- Pension 4%/4% employee/employer contributions of qualifying earnings
- Company’s medical cash plan. As part of the cash plan you have access to subsidised gym membership and a staff discount scheme
- Cycle scheme

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LI-Remote