Customer Support Specialist (Technical)

NielsenIQ

Bogotá

Presencial

COP 100.440.000 - 167.400.000

Jornada completa

Hace 13 días

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Ventajas ofrecidas por este puesto de trabajo

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Descripción de la vacante

NIQ is seeking a Customer Support Specialist (Technical) to help clients use NIQ platforms and services effectively. You will be the first point of contact for platform inquiries, troubleshoot access, configuration, functionality, and performance issues.

In a global, collaborative environment, you will work with customers and internal teams to resolve issues, guide users, and drive positive outcomes while upholding SLAs and KPIs.

Formación

Advanced English proficiency, written and verbal.
Experience in Customer Support, Technical Support, Help Desk, or other customer-facing roles.
Strong analytical and problem-solving skills.
Ability to interpret information from multiple sources and apply sound judgment.
Experience with software applications and service management systems.

Responsabilidades

Manage and resolve customer support tickets through the NielsenIQ Service Suite, ensuring timely, accurate, and high-quality responses.
Handle support issues end‑to‑end, 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 high‑impact issues and escalation 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.

Conocimientos

Advanced English

Excel skills

Analytical thinking

Customer service mindset

Cross-functional collaboration

Ticketing systems

Multitasking

Educación

Bachelor’s degree in Business Administration, Information Systems, Engineering, or Communications

Herramientas

NielsenIQ Service Suite

Ticketing tools

CRM software

Descripción del empleo

NIQ is the world’s 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.

NIQ’s 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 NIQ’s 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 end‑to‑end, 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 high‑impact issues and escalation 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.

Job Description

About this Job

Responsibilities

Manage and resolve customer support tickets through the NielsenIQ Service Suite, ensuring timely, accurate, and high-quality responses.
Handle support issues end‑to‑end, 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 high‑impact issues and escalation 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.

Qualifications

Bachelor’s 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 NIQ’s 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 NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

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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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 https://nielseniq.com/global/en/news-center/diversity-inclusion

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