L1 Enquiry Support
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Job Summary
We are seeking a dynamic : Customer Support and Inquiry L1 Ticketing Associate to support our Service Management and to drive Operational Excellence
Key Responsibilities:
- Inquiry Resolution: Efficiently resolve inquiries and issues leveraging knowledge base resources and problem-solving techniques.
- Service Management: Monitor and manage ticket flow in ServiceNow prioritizing and escalating as needed. Record detailed information for continuous improvement.
- Customer Service: Deliver exceptional service with professionalism empathy and clear communication.
- Process Improvement: Identify and contribute to initiatives that enhance service delivery and operational efficiency.
- Compliance and Documentation: Ensure all inquiries and resolutions comply with company policies maintaining accurate documentation for audit and training.
- Training and Support: Assist in developing and delivering training materials and mentor team members.
- Collaboration: Work closely with L2/L3 teams and other finance functions to address complex inquiries.
- KPI Reporting: Track and publish metrics around SLAs and case management.
Additional Skills & Experience:
- ITSM & CSM ServiceNow Experience: Experience with ServiceNow ITSM and CSM modules is highly desirable.
- Agentic AI & Automation: Exposure to agent-based systems agentic AI and a desire to explore and push boundaries in artificial intelligence and generative AI.
- Accounts Payable Order to Cash Service Management: Passion for these core FinOps processes and a drive to deliver best-in-class support.
- Growth Mindset: Eager to learn grow and see the wider impact of finance operations.
- Collaboration & Ownership: Keen to take ownership drive accountability and contribute to a high-performing inclusive team.
Qualifications :
- Bachelors degree in Finance Accounting Business Administration or related field preferred.
- 2-5 years experience in Finance Shared Services customer service or similar support role.
- Strong customer service problem-solving and communication skills.
- Proficiency with Service Management platforms and financial systems.
- Finance Shared Services or GBS background preferred.
- Strong stakeholder management written and verbal communication skills.
- Innovation-driven mindset and ability to enable business goals in harmony with regulatory requirements.
- Startup and growth mindset.
- Ability to troubleshoot and ask for support when required.
- Proven track record of implementing change that delivers results.
Additional Information :
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
About 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.
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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 :
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Employment Type :
Full-time
Key Skills
- Computer Science
- Cobol
- Active Directory
- Information Technology
- Data Collection
- C++
- Information Security
- JavaScript
- Technical Expertise
- Troubleshoot
- PC
- Management System
- Setup
- hardware
- Dns
About Company
NIQ is the worlds leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holi ... View more
