Technical Platform Support Engineer

NielsenIQ; Bogotá; Híbrido; COP 44.640.000 - 89.280.000; Jornada completa

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’s platforms and solutions and to resolve access, configuration, functionality, and performance issues.

You will be the first point of contact for platform inquiries, working with customers and internal teams to ensure timely resolution through the NielsenIQ Service Suite in a global, collaborative environment.

Formación

• Bachelor’s degree in Business Administration, Information Systems, Engineering, Communications, or related field preferred.
• Experience in Customer Support, Technical Support, Help Desk, or other customer-facing roles.
• Advanced English proficiency, both written and verbal, with the ability to communicate effectively in a global environment.
• Intermediate to advanced Microsoft Excel skills, including troubleshooting and supporting Excel-based platform solutions.
• Strong analytical and problem-solving skills, with the ability to investigate issues, identify root causes, and drive resolution.

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 BAU activities, ensuring service continuity and adherence to SLAs.
• Identify urgent or high-impact issues and elevate appropriately, delivering high-quality outputs while meeting KPIs, service levels, and standards.
• Contribute to a positive customer and stakeholder experience through responsiveness, proactive communication, prioritization, adherence to NIQ practices, and continuous improvement initiatives.

Conocimientos

Advanced English

Excel skills

Analytical thinking

Customer service

Strong communication

Team collaboration

Educación

Bachelor's degree

Herramientas

Ticketing tools

CRM / service desk

Descripción del empleo

NIQ is seeking a Customer Support Specialist (Technical) to help clients use NIQ’s platforms and solutions and to resolve access, configuration, functionality, and performance issues.

You will be the first point of contact for platform inquiries, working with customers and internal teams to ensure timely resolution through the NielsenIQ Service Suite in a global, collaborative environment.