About the role
As a Support Specialist, you'll be the true advocate for our users.
You'll answer all support questions that come through our ticketing system, which will include topics such as how to use our product, how to participate, where to locate participant incentive payments, research study participation issues, etc.
You'll be the expert in the user experience and be able to identify where any gaps are in that experience
Manage all support tickets
Collaborate with Project Coordinators on escalated support issues
Track insights, digest feedback, and identify potential improvements to our users experience
Own and develop processes for customer satisfaction
Manage incentive payments
Manage account reviews, helping to keep our participant & researcher base healthy
Update support pages according to new product updates/processes that are released
Assist with live chat support when necessary
Coverage on holidays, on a volunteer basis
Monday through Friday 9AM-5PM (MT or PT)
This job is sourced from a job board