Customer Support Analyst

About the Role

The Customer Support Analyst will be responsible for maintaining/enhancing customer relationships and ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. The role focuses on customer support through quality of deliverables, use of CSO/MSD for task triaging, and resolving customer requests to drive satisfactory customer experience.

A successful Customer Support Analyst manages 5 to 10 customers and/or multiple NIQ markets, responsible for snapshot delivery and quality query resolution. They will ensure timely delivery of reports, databases, and effective change management to standardize and automate deliverables. The candidate is expected to identify, investigate, and coordinate data resolution, process, or product-related changes/queries, acting as the first point of contact (through CSO/MSD) for designated customers, ensuring an efficient customer experience.

Key Responsibilities

• Execute, monitor, and continuously improve delivery management and service-related tasks assigned to the workstream, including snapshot delivery and quality query resolution.
• Become an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.
• Ensure query resolution and deliver data/information as per customer contractual terms, against stipulated success criteria and tracking mechanisms.
• Align with customers on ways of working and define servicing elements of Joint Business Plan.
• Triage customer queries/requests (data, resolution, snapshots) across markets and customer category groups, and track actions for improvement as needed.
• Work closely with other NielsenIQ teams to identify resolutions.
• Partner 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.
• Drive adherence to KPI and process compliance for a set of markets/processes.
• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.

Requirements & Tech Stack

• Use of CSO/MSD for task triaging.
• Working knowledge of AI tools and ability to leverage them for query resolution, automation, and productivity improvements.

Qualifications

• Master’s degree, with preference to Marketing.
• English language proficiency: writing and verbal.
• Analytical skills and aptitude for data and operational processes.
• Project management aptitude (critical path, task sequencing, problem-solving, etc.).
• Good organization skills, meeting deadlines, and team player.
• Analytical and problem-solving skills.
• Consistency, accuracy, proactivity, and attention to detail is a must.

Preferred Qualifications

• Candidates having exposure to Excel and strong communication.
• Candidates with good exposure of Microsoft Excel (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting); and PowerPoint.
• CPG Knowledge is a plus.

Soft Skills

• Communicate clearly with customers.
• Consistency, accuracy, proactivity, and attention to detail is a must.
• Ability to translate technical details from different customer contexts.
• Build network relationships in a multi-cultural environment.
• Troubleshooting using influencing skills.
• Ability to work under pressure and ask for support when required.
• Logical thinking and adaptability with a transformation mindset.

Additional Information

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)