Panel Support Associate

1 week ago

Bengaluru Karnataka, India M3EU Full time

**M3 Global Research**, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.

**Essential Duties and Responsibilities**

Including, but not limited to, the following:

- 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.
- Bachelor's 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

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