User Researcher

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• 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 ZoomNice to Have Skills & ExperienceZendesk or other ticketing system experienceJob DescriptionInsight Global is seeking Remote Helpline Specialists to assist research participants with hardware troubleshooting. This team addresses research participant inquiries via email or phone, troubleshooting issues, and ensuring compliance with research protocols for consumer electronic devices.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

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