Technical Support Specialist Jobs

Job Description

Job Summary :

Specialists play a crucial role in ensuring smooth and efficient support of day-to-day operations. They act as frontline defenders, addressing a wide array of cases, fulfilling setup and access requests, providing prompt solutions, and ensuring client satisfaction. Their broad knowledge and problem-solving skills make them indispensable in maintaining the NIQ Platform accessibility, reliability, and usability.

Role Definition :

Specialists are versatile members of the Global Tech Support team who handle a wide range of issues across all aspects of the applications supported. They serve as the first point of contact for clients and are responsible for SOP driven client setup and administration requests as well as initial troubleshooting and issue resolution. If a case is complex, they raise it to the next level for additional support.

Responsibilities :

• Client Interaction - Specialists manage client communications, addressing queries and concerns promptly and professionally.
• Client Access Setup – Specialists follow standardized operating procedures (SOPs) to ensure client access is configured accurately and securely. This includes validating account details, applying the correct access levels, and confirming successful activation to minimize onboarding delays and support issues.
• Initial Issue Troubleshooting - They perform initial diagnostics to identify the nature of the case and provide immediate solutions when possible.
• Issue Resolution - Specialists resolve common cases and ensure that clients can continue using the applications with minimal disruption.
• Escalation - For complex or unresolved cases, Specialists escalate the problem to the next level.
• Documentation - They maintain detailed case records, resolutions, and client interactions to ensure continuity and knowledge sharing within the team.

Skills :

Broad Knowledge - Specialists possess a broad understanding of NIQ applications, including their functionalities, user interfaces, and common issues.

Problem-Solving - They have strong analytical skills to diagnose and resolve a variety of technical problems.

Communication - Effective communication skills are essential for interacting with clients and conveying information clearly.

Adaptability - Specialists must be adaptable to handle diverse issues and work in a dynamic environment.

Tasks :

Responding to Cases - Specialists manage incoming support tickets, prioritize them based on urgency, and provide accurate, timely responses.

Performing Diagnostics - They use diagnostic tools and techniques to identify the situation.

Providing Solutions - Specialists offer solutions to common problems, such as software access configuration, user errors, and minor bugs.

Escalating Issues - When an issue requires specialized knowledge or deeper investigation, Specialists escalate it to the appropriate next support level.

Example Scenario - A client states that they are unable to log into an application. The Specialist would:

1. Verify the Issue: Confirm that the client is provisioned access properly, verify the client's credentials, and check for any obvious errors, such as email differences or URLs.
2. Perform Initial Troubleshooting: Check the user status and ensure the client's network connectivity.
3. Provide Immediate Solutions: If the issue is due to a common problem (e.g., password reset), the Specialist provides user directions to resolve it directly.
4. Escalate if Necessary: If the issue is complex (e.g., user access is missing), the Specialist escalates it to the next support level for further investigation.

Success metrics :

•  First time right ticket handling, quality communication, and solution/escalation within the expected time frame
•  All NIQ technical certifications
•  Handling and Closure of assigned ticket target volume
•  Microsoft Dynamics compliance to stated ways of working

Qualifications

• Bachelor's degree (or equivalent)
• 0-1 year of experience (Experience preferred)
• Key Skills:
  • Ms. Excel (Intermediate)
  • Ms. PowerPoint (Basic)
• Problem Solving (Intermediate)
• Analytical skills (Basic)
• Active Listening, Understanding & Empathy (Advanced)
• Email Writing skills (Intermediate)
• Fundamental understanding of the Customer Support process and techniques
• Proficient in the English language
• Basic understanding of the customer environment and NIQ tools in use
• Exchanges straightforward information
• Technically/digitally savvy 

Additional Information

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