Panel Support Associate

The Panel Support Associate is a highly motivated personable and detail-oriented professional focused on ensuring the satisfaction and retention of M3 Global Research panel members. This role involves delivering high-quality customer support through multiple channels including email chat and phone while resolving inquiries related to registration accounts study participation compensation and more. 

Essential Duties and Responsibilities 

Including but not limited to the following: 

• Provide professional high-quality support to M3 Panel members / non-members via email live chat phone and ticket-based communications. 
• Work efficiently across multiple systems to investigate troubleshoot and resolve inquiries or complaints offering appropriate solutions and alternatives. 
• Collaborate effectively with India US and EU Operations/Project Management teams to address project-specific issues while balancing user advocacy and company objectives. 
• Handle all inquiries in accordance with company policies maintaining expected outcomes resolution times and communication standards. 
• Build and maintain strong relationships with panel members through timely empathetic and professional communication. 
• Contribute to continuous improvement by providing feedback on support processes communication templates and system enhancements. 

Qualifications :

• Minimum 2 years of direct customer service experience preferably in a professional or office environment. Experience in market research SaaS or tech support is a plus. 
• Proven experience providing chat and phone-based customer support preferred. 
• Ability to defuse tense situations while remaining calm empathetic and solution oriented. 
• Excellent verbal and written communication skills; consistently maintain a professional and courteous demeanor. 
• Strong multitasking ability capable of managing multiple chat phone or ticket interactions efficiently. 
• Highly organized with exceptional attention to detail time management and follow-through. 
• Analytical and resourceful problem solver who presents issues clearly and suggests actionable solutions. 
• Self-motivated and able to work both independently and collaboratively to achieve department goals. 
• Fluent in English. 
• Adaptable flexible and comfortable working in a fast-paced evolving environment.
• Bachelors degree required.

Preference for: 

• Prior experience in customer support panel management or market research projects. 
• Working knowledge of Zendesk / Freshdesk (Agent or Admin level) preferred. 
• Familiarity with AI-powered translation tools (e.g. Language I/O) is a plus. 
• Proficient in Microsoft Office and other productivity tools. 
• Quick learner with strong technical aptitude and comfort using multiple systems simultaneously. 
• A genuine interest in customer support and delivering excellent user experience. 

Additional Information :

• Must be available to work US Eastern time zone shift hours
• Bengaluru in office hybrid schedule required

Remote Work :

No

Employment Type :

Full-time