User Support Associate at Bovitz

Remote | Part-time

User Support Associate

Forthright, a division of market research and strategy agency Bovitz, Inc., is a fast-growing online community of consumers (panelists) who have opted in to earn monetary rewards through participation in polls, in-depth interviews and other opinion research activities. Forthright earns fees by creating and facilitating valuable research participation opportunities for its members.

Forthright is seeking a part-time User Support Associate to join our team! This is a 25 hour/week minimum, WorkFrom-Home position. The User Support Associate will work to drive user retention, satisfaction, and community development by primarily focusing on answering user inquiries.

Essential Duties and Responsibilities, including, but not limited to the following:

  • Provide high quality, professional, support to Forthright members’ email/support ticket communications
  • Master and work across multiple systems to investigate, troubleshoot and handle inquiries and complaints, provide appropriate solutions, alternatives, and follow up to ensure resolution
  • Effectively work with our operations/project management team members to resolve project specific issues, acting on behalf of the user while minding company profitability to resolve both internal and external issues
  • Handle customer inquiries according to company policy, expectations, and guidelines in regard to outcomes, time to resolution, and communication standards
  • Build and maintain strong relationships with the panel members through timely and professional communication, quality problem solving and critical thinking

Other Duties and Responsibilities:

  • Engage panelists through a variety of channels as needed (social, email, phone, etc.)
  • Learn about the paid survey and market research industry
  • Work with other team members to ensure full coverage of all areas
  • Other tasks as determined by management

Job Requirements

  • 3-5 years’ experience in customer/user support role
  • Zendesk or similar ticket management experience
  • Top notch customer service skills, ability to defuse tense situations while remaining calm and positive
  • Excellent interpersonal and communication skills (both verbal and written), must maintain a professional demeanor in all communications, internal and external
  • Self-motivated to work independently as well as to accept and follow direction on given assignments; able to prioritize tasks throughout the workday and take ownership of tasks and duties assigned
  • Well-developed problem-solving skills; presents complete information in a clear way and provides potential solutions when requesting internal assistance Successful candidates will also possess
  • The ability to focus on the core job responsibilities to stay ahead of the ticket queue
  • A self-starter mindset and the ability to grow and learn as the position dictates
  • Comfort with and capability to effectively work with, and report to, remote supervisors
  • Strong sense of professionalism and ability to work in a team environment to successfully meet individual and departmental objectives

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