This is an exciting and dynamic client-facing opportunity as part of the NIQ Global Client Helpline team, dedicated to delivering technical and instructional support to NIQ clients. The role involves troubleshooting software, hardware, and communication issues for multiple NIQ proprietary applications. Active participation in beginner and intermediate training courses, product-related meetings, and efficient communication with stakeholders is expected. Promptly escalating issues and maintaining/updating documents in our case management tool are vital responsibilities in this role. This role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and be willing to jump in when a team member needs a hand.
Maintain a working knowledge of NIQ supported products and technologies.
Demonstrate a strong understanding of technical troubleshooting skills and concepts, along with excellent verbal and written communication skills.
Take ownership of incidents raised, replicate issues, triage, and provide workarounds to restore services. Collaborate with delivery teams for permanent solutions to defects when required.
Respond promptly to incidents, stay engaged, and provide timely status updates while maintaining clear communication throughout the issue cycle.
Prioritize, research, troubleshoot, and resolve or escalate technical issues. Identify and communicate workarounds as necessary.
Provide meaningful analysis of issues and deliver timely updates for ongoing problems.
Coordinate end-to-end issue resolution with other support teams, operations, technical delivery teams, and vendors if necessary.
Fulfill Standard Service Requests and execute actions based on standard operating procedures.
Provide consistent updates on tickets in MS Dynamics.
Open JIRA ticket and monitor progress for defects.
Maintain support documentation, including Standard Reporting, Knowledge Base, FAQs, and Job Aids.
Comply with standard NIQ Practices and ways of working.
Internally prioritize work based on incident priority and deadlines.
Identify trends in issues and provide feedback to higher-level management for process improvement.
Work collaboratively with users, other support teams, operations, technical delivery teams, and vendors to resolve issues through root cause analysis and problem management.
Participate in severity 1 incident and problem management, identifying urgent issues and escalating them appropriately.
Drive long-term solutions to high impact production issues and lead problem resolution across technical teams.
Provide high-quality service to continually drive towards the fastest resolution timing for critical incidents.
Play a key role in process improvement initiatives, identifying trends in issues, and providing strategic feedback to higher-level management for optimizing support operations.
Mentor and assist less experienced team members, sharing knowledge and best practices to enhance the overall technical support capabilities of the team.
Collaborate closely with cross-functional teams and stakeholders to address complex technical challenges and provide expert insights into problem resolution strategies.
Proactively identify potential issues or improvements in systems, processes, and procedures, contributing to the overall efficiency and effectiveness of the technical support function.
Act as a subject matter expert on NIQ platforms and products and provide expert guidance and problem resolution to junior engineers.
Support junior engineers in having client engagements and conversations on complex issues and requests.
A minimum of 5 years of hands-on experience in technical support or a closely related field is required.
Demonstrated expertise in troubleshooting and resolving complex technical issues is essential.
Experience with supporting a multi-tiered platform and applications is required.
Strong written and verbal communication skills are crucial for effective communication with team members and clients. A minimum of C1 proficiency in English.
The ability to work in shift rotations is essential to meet the demands of the role.
Hands-on experience in providing technical support for various applications and software.
Conflict Management and handling red-carpet / white glove relationships.
Ability to deep dive into issues and analyze problems from various angles is crucial.
Comfort working with client-facing teams and collaborating with senior technical associates is vital.
Customer-centric attitude with empathetic service skills.
Proactive approach and the ability to adjust to dynamic priorities.
Positive attitude, self-starter mentality, and ability to take initiative are highly valued.
Nice to Have
Experience with PowerBI or similar business intelligence tools would be beneficial.
Familiarity with automation tools and technologies such as Python, Ansible, Java, Selenium, Jenkins, Postman, Katalon, Shell, and Bash is a plus.
Familiarity with Case Management tools, such as Avaya, Salesforce, MS Dynamics, Genesys Cloud Telephony is a plus.
Working knowledge of NIQ Proprietary applications such as NielsenIQ Discover, Answers Desktop, Answers Web, Connect Enterprise, Connect Express, Adhoc Web is an added advantage.
Experience in optimizing team dynamics, communication, and collaboration to enhance overall effectiveness would be an advantage.
Background in UX design, with a focus on creating intuitive and user-friendly interfaces, would be valuable.
A bachelor's degree in Business, Computer Science, or a related field is preferred.
NIQ is the world's 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 holistic retail read and the most comprehensive consumer insights-delivered with advanced analytics through state-of-the-art platforms-NIQ delivers the Full View™.
NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population. For more information, visit NIQ.com.
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NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.
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Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/
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