Job Description
Hiring a Senior User Research Helpline Specialist to develop the helpline processes used to support electronic prototype devices in user research studies.
Logistics: Mon - Friday 9 to 5 PST
Duration: March - Sept* potential extensions
Responsibilities
• Create and document helpline processes and troubleshooting workflows for electronic prototype devices
• Support participants during user research studies and ensure proper onboarding
• Troubleshoot prototype device issues with participants via phone, email, and video
• Serve as an escalation point for complex participant or device issues
• Track and manage issues using a ticketing system (preferably Zendesk)
• Partner with research teams to ensure consistent, high quality participant support
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 HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Prior technical troubleshooting experience with electronic or hardware devices for user research studies
• Prior experience as a user research moderator
• Experience creating support processes or operational workflows
• Experience supporting participants via phone, email, and video to troubleshoot
• Zendesk or similar ticketing system experience
Nice to Have Skills & Experience
• BA or MA degree
• Zendesk ticketing system
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.