Customer Support Specialist (Technical)

About this Job 

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and uncovering new pathways to growth. By combining advanced analytics with extensive market measurement capabilities NIQ helps clients make confident business decisions and stay ahead in a dynamic marketplace. 
NIQs Customer Support organization is dedicated to helping clients maximize the value of our solutions by delivering timely high-quality assistance across a global operating model. Acting as a trusted partner to customers the team supports users throughout their journey by resolving inquiries guiding platform adoption and ensuring a seamless experience with NIQ products and services. 

The Customer Support Specialist (Technical) plays a key role in delivering an exceptional customer experience by helping clients successfully use NIQs platforms and solutions. Acting as the first point of contact for platform-related inquiries this role troubleshoots access configuration functionality and performance issues ensuring timely resolution through the NielsenIQ Service Suite. Working closely with customers and internal teams the specialist combines strong customer service skills with problem-solving capabilities to resolve issues guide users and drive positive outcomes in a global collaborative environment. 

 Responsibilities 

• Manage and resolve customer support tickets through the NielsenIQ Service Suite ensuring timely accurate and high-quality responses. 
• Handle support issues endtoend including information gathering initial troubleshooting applying known workarounds and supporting service restoration.   
• Analyze and validate client shipment data perform coverage analysis across multiple NielsenIQ customers and ensure data quality consistency and timely delivery. 
• Manage and maintain complex databases identifying data gaps anomalies and inconsistencies while interpreting multiple data variables to support issue investigation and resolution. 
• Troubleshoot platform-related issues including access configuration functionality and performance identifying root causes and driving resolution. 
• Configure and maintain customer organizations user groups roles and access permissions within NIQ platforms. 
• Escalate complex issues to appropriate teams when required maintaining ownership and clear communication throughout the resolution process. 
• Partner closely with the local Issue Management team and provide ongoing support for business-as-usual (BAU) activities ensuring service continuity and adherence to SLAs. 
• Identify urgent or highimpact issues and escalate appropriately delivering high-quality outputs while meeting established KPIs service levels and operational standards. 
• Contribute to a positive customer and stakeholder experience through responsiveness proactive communication effective prioritization adherence to NIQ practices and continuous improvement initiatives. 

#LI-Hybrid

Qualifications :

• Bachelors degree in Business Administration Information Systems Engineering Communications or a related field preferred. 
• Experience in Customer Support Technical Support Help Desk Service Desk or other customer-facing support roles. 
• Advanced English proficiency both written and verbal with the ability to communicate effectively with customers and stakeholders in a global environment. 
• Intermediate to advanced Microsoft Excel skills including the ability to troubleshoot user issues and support Excel-based platform solutions. 
• Strong analytical and problem-solving skills with the ability to investigate issues identify root causes and drive resolution. 
• Ability to interpret information from multiple sources identify patterns inconsistencies and trends and apply sound judgment to resolve customer inquiries. 
• Experience working with software applications digital platforms ticketing tools or service management systems is preferred. 
• Strong organizational skills with the ability to manage multiple priorities meet deadlines and work effectively in a fast-paced ticket-driven environment. 
• Excellent communication and collaboration skills with the ability to partner effectively with customers IT teams and cross-functional stakeholders. 
• Customer-service mindset with strong empathy accountability and a proactive approach to delivering an exceptional customer experience. 

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process including résumé screening candidate assessments interview scheduling job matching communication support and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQs principles of fairness transparency human oversight and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions require accommodations or wish to request human review were permitted by law please contact your local HR representative. For more information please visit NIQs AI Safety Policies and Guiding Principles: NIQ

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to 2023 NIQ combined with GfK bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

For more information visit

Want to keep up with our latest updates

Follow us on: LinkedIn  Instagram  Twitter  Facebook

Our commitment to Diversity Equity and Inclusion

At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion please visit the  Work :

No

Employment Type :

Full-time