Panel Support

**Location:** Skopje **Start Date:** Asap **Working Model** : Hybrid Role Overview We are looking for a proactive and customer-oriented specialist to join our team and support our online survey panel across Europe. In this role, you will be the first point of contact for our panelists, helping them resolve issues related to surveys, rewards, and account management. You will work closely with internal teams to investigate problems, improve user experience, and ensure smooth daily operations. Requirements - Eager to interact with our users quickly and efficiently - Strong communication skills in English - Previous experience with ticketing systems is a plus; knowledge of Freshdesk is an advantage - Basic understanding of IT systems and/or online market research is a plus, but not required - Proficient in Outlook, Word, and Excel - General interest in market research and online surveys - Pragmatic and solution-oriented mindset - Positive – ‘can do’ attitude - Quick learner - Can communicate well with colleagues remotely ResponsibilitiesProcessing Support Tickets - Review and process incoming requests from panelists in the ticketing system - Categorize and prioritize tickets (e.g., study issues, rewards, accounts) - Respond to user inquiries via our Freshdesk ticketing system - Escalate complex issues to the relevant internal teams and help identify solutions - Report anomalies within the panel (e.g., technical issues in studies, rewards shop, or app) - Investigate problems when starting or completing surveys - Record and analyze error messages or technical malfunctions - Inform participants about participation requirements and study processes - Explain participation issues (e.g., screen-outs or dropouts) - Arrange manual crediting of points or compensation when necessary Managing the Rewards Shop - Answer questions regarding rewards, vouchers, or payouts - Investigate and resolve issues with reward orders - Monitor the status of reward orders Managing Panelist Accounts - Verify accounts using internal verification systems and update them as needed - Process panel withdrawal requests - Handle profile changes and personal data updates - Monitor for duplicate accounts or suspicious activity What You Can Expect - Flexible option to work from home and from the office - FitKit subscription - Private health insurance after six months - We provide your own tech stack - International network of colleagues across Europe - Social events such as kick-offs, team buildings, etc. - Initial project management tasks related to our online surveys Burimi: https://mk.linkedin.com/jobs/view/panel-support-at-norstat-4430427924

Niveli: mid level