Jr. Customer Support Analyst

Jr. Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience.
RESPONSIBILITIES:
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.
Qualifications
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
SOFT SKILLS
Communicate clearly with customers
Ability to translate technical details from different customer contexts
Build network relationships in multi-cultural environment
Troubleshooting using Influencing skills
Ability to work under pressure and ask for support when required
Logical skills

Employment type
Full-time

Work arrangement
No