Customer Support Associate
Numerator
Date: 2 weeks ago
City: Vadodara, Gujarat
Contract type: Full time
We’re reinventing the market research industry. Let’s reinvent it together.
At Numerator, we believe tomorrow’s success starts with today’s market intelligence. We empower the world’s leading brands and retailers with unmatched insights into consumer behavior and the influencers that drive it.
Responsibilities:
Inbound panel member queries
Knowledge and skills needed for success:
At Numerator, we believe tomorrow’s success starts with today’s market intelligence. We empower the world’s leading brands and retailers with unmatched insights into consumer behavior and the influencers that drive it.
Responsibilities:
Inbound panel member queries
- Provide helpdesk support for all inbound queries received in various forms, including telephone, email, text and others, in a polite, professional, accurate and helpful manner. Panel Advisors are expected to review the nature of all queries before providing a clear and appropriate response, either choosing from a template library or scripting a bespoke written reply.
- Provide basic troubleshooting advice to the panel member if technical support for their equipment is needed. If more complicated issues arise, the call should be passed to a senior member of staff for guidance.
- Undertake training and adapt flexibly to using new platforms in the event of a new way of communicating with panellists being launched, to ensure best practice and continuous improvement within the department.
- To be fully trained on and complete as requested all daily admin tasks required to maintain the panel.
- To ensure panellist data is kept up to date and accurate via panel health checks, demographic information, social grading, household member details and holiday dates, among others, whilst complying with all data protection rules and guidelines.
- To complete a written summary of all panel member interactions in the panel communications system log / CRM system (i.e. ISEC, GPM, Atria etc.) and ensure that disposition codes recorded via telephony systems are also completed accurately.
- To fully understand the user journey from beginning to end and be able to accurately support the panel in completing all tasks required.
- Be able to confidently and expertly guide panellists to remotely install all equipment necessary (i.e. TV meters, mobile apps, browser extensions and others) as well as troubleshoot any issues that may arise during this process.
- Order replacement equipment for the panel member if troubleshooting existing kit identifies the need to replace.
- Ensure that the panellist support helpdesk is never left uncovered during the shift by communicating closely with the team when scheduling breaks.
Knowledge and skills needed for success:
- Experience with Helpdesk Team and Fieldwork
- Computer literate - proficient with Microsoft office (Word, Excel, PPT, etc), Good management of digital platforms / HTML and open to learning new programs (GPM)
- Good interpersonal Skills
- Self motivated and can self-manage
- Professional proficiency in English.
- Excellent written and verbal communication skills to effectively communicate with diverse audiences.
- Ability to build and maintain strong relationships with key onshore stakeholders.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Specialist, Site Operations
Konecranes,
Vadodara, Gujarat
1 week ago
Company DescriptionAt Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be...
Rec ID 2080 - Systems Engineer
Altera Digital Health,
Vadodara, Gujarat
2 weeks ago
Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon, Altera TouchWorks, Altera Opal, STAR, HealthQuest and dbMotion solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate...
Client Success Manager
Numerator,
Vadodara, Gujarat
2 weeks ago
We’re reinventing the market research industry. Let’s reinvent it together.At Numerator, we believe tomorrow’s success starts with today’s market intelligence. We empower the world’s leading brands and retailers with unmatched insights into consumer behavior and the influencers that drive it.Responsibilities:-Daily interaction with key client contacts, staying close to business situations and needs. Making improvements to maintain strong CSS scores and...