Support & Success Specialist

Location

India

Posted

3 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Support & Success Specialist

Pulse Labs AI, Inc.

Role Description We are seeking a detail-oriented, customer-focused professional who excels at problem-solving and thrives in a fast-paced environment. If you are passionate about delivering exceptional support, maintaining high video quality standards, and contributing to a collaborative team, this role is for you. Responsibilities - Panelist Support & Ticket Management - Monitor and manage incoming support tickets via HubSpot, serving as the primary point of contact for panelists with prompt, professional communication. - Troubleshoot issues, escalate complex cases, and ensure timely resolution. - Document all interactions in HubSpot and identify trends to inform improvements to the panelist experience. - Video Quality Review & Validation - Review user-submitted video content for clarity, accuracy, and adherence to guidelines. - Flag issues such as poor resolution, incomplete recordings, or misaligned audio and video. - Ensure submissions meet accessibility and research standards prior to approval. - Log issues in JIRA or Trello and collaborate with UX Operations on resolutions. - Process Improvement & Collaboration - Contribute to refining video quality standards and support processes. - Partner with UX Researchers and TechOps to ensure seamless day-to-day operations. - Identify and recommend opportunities for automation and self-service improvements. Qualifications - Bachelor's degree or equivalent practical experience. - 2+ years of experience in customer or panelist support, video QA, or a related role. - Experience providing end-user technical support is required. - Familiarity with CRM and ticketing systems, with HubSpot preferred. - Strong attention to detail for audio and video review. - Excellent written and spoken English. - Ability to manage multiple priorities and deadlines in a fast-paced environment. Preferred Qualifications - Experience working in a UX research, market research, or technology operations environment. - Familiarity with JIRA, Trello, or similar project management and issue-tracking tools. - Experience identifying and implementing process improvements or automation in a support workflow.

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Lifepoint Health® logo

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Full TimeRemoteTeam 1,001-5,000Since 1999H1B No Sponsor

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