Jr. Customer Support Analyst

About this role

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Skills you'll use

What you'll do

• The person will execute, monitor, and continuously improve the delivery management and service related tasks assigned to the workstream as report, database management, and data quality checks.
• He/she will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.
• Delivering Snapshots/data extract as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with customer on ways of working, and defining servicing elements of Joint Business Plan.
• Responsible for Triaging of customer queries/ request (data, resolution, snapshots))  across markets and customer category groups and tracking actions for improvement as needed
• Working closely with other NielsenIQ teams to identify resolutions.
• Work in partnership with stipulated market’s Customer Service teams in accordance with defined Job Aids and Process Design.
• Adhere to Performance KPIs to improve quality performances (on time delivery and data accuracy) and maintain work discipline.
• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.
• A successful Jr. Customer Support Analyst manages 1- 5 customers and/ or one NIQ market and will be responsible for snapshot delivery and quality query resolution; will ensure timely delivery of snapshots/ decks and effective change management in order to standardize and automate the deliverables. She/ He is expected to identify, investigate and co-ordinate data resolution, process or product related changes/ queries, and be the first point of contact (through CSO/ MSD) for designated customers, ensuring efficient customer experience.

Who can apply

• Bachelors Degree with preference to Business Administration/ Analyst, Mathematics, Statistics, Economics; or Bachelor Engineers
• Analytical skills and aptitude for data and operational processes
• Good organization skills, meeting deadlines, and team player
• Project management aptitude (critical path, task sequencing, problem solving, etc.)
• Skew towards accuracy, proactivity and attention to details
• English language proficiency: writing and verbal
• Communicate clearly with customers
• Ability to translate technical details from different customer contexts
• Build network relationships in multi-cultural environment
• Troubleshooting using Influencing skills

About NielsenIQ

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