User Experience Researcher (REMOTE)

User Research Support Specialist

Location: Remote (Local to EST, CST, MST, PST)

Hours: Mon - Friday

Pay: $35-40/hr

Required Skills And Experience

• Prior technical troubleshooting experience with electronic or hardware devices for user research studies
• Prior experience as a user research moderator
• Experience creating support processes or operational workflows
• Experience supporting participants via phone, email, and video to troubleshoot
• Zendesk or similar ticketing system experience
  
  

Job Description

Hiring a User Research Helpline Specialist to develop the helpline processes used to support electronic prototype devices in user research studies.

Responsibilities

• Create and document helpline processes and troubleshooting workflows for electronic prototype devices
• Support participants during user research studies and ensure proper onboarding
• Troubleshoot prototype device issues with participants via phone, email, and video
• Serve as an escalation point for complex participant or device issues
• Track and manage issues using a ticketing system (preferably Zendesk)
• Partner with research teams to ensure consistent, high quality participant support
  
  

Nice To Have Skills And Experience

• BA or MA degree
• Zendesk ticketing system
  
  

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.