(fluent English) Research Specialist

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Requirements:

• Fluent in English.
• 4+ years of research or analytical experience, preferably in customer support.
• Strong analytical skills with experience in data analysis, process mapping, and project management.
• Technology-oriented with strong interest in new tools, frameworks, and products.
• Knowledge of emerging customer support technologies such as AI and automation.
• Experience with advanced sources of information beyond regular Google searches.
• Familiarity with implementation frameworks.
• Excellent communication and presentation skills, with ability to work collaboratively.

Responsibilities:

• Conduct comprehensive research on companies, products, tools, technologies, frameworks, and industries.
• Organize and present key findings to stakeholders while systematizing essential information for future use.
• Conduct in-depth research on industry trends, emerging technologies and products, and best practices in customer support.
• Analyze competitor strategies and market developments to inform R&D initiatives.
• Test new tools and frameworks to enhance service delivery and improve customer satisfaction.
• Oversee pilot programs for new tools and evaluate their effectiveness.
• Work closely with stakeholders across departments to find solutions to challenges or improve processes.
• Communicate findings and recommendations to ensure alignment on objectives.