Support Specialist

Support Specialist, Pune

R24_0009859|IN

As a Support Specialist, you will be responsible for high quality and in-depth product and technical support to internal and external users of production systems. You will have an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment. You will also have the opportunity to participate in our newest product deployments to clients.  
The Support Specialist role requires you to be ready for anything and to be agile and flexible in your approach to solving problems.  Being a strong team player who can take the initiative to work independently, know when to ask for help and also be willing to offer help when a team member needs assistance.  

 Responsibilities:

• Maintain a working knowledge of NielsenIQ Client Portal Systems, supported products and technologies  
• Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures   
• Prioritize, research, troubleshoot and resolve or escalate technical issues with desired Service Level Agreement (SLA).  As needed, identify workarounds and communicate fully and clearly to requestors.  
• Provide high-quality service to continually drive towards “first call, first touch” resolution  
• Provide meaningful analysis of issues back to users and provide timely update for any on-going problems within SLA timeframes 
• Work cross-functionally with the requestor, other support teams, operations, technical delivery teams to resolve issues through root cause analysis and problem management  
• Perform routine smoke testing and participate as requested in system release testing 
• Provide consistent and clear updates on tickets in tracking tools (Service Now & JIRA)  
• Maintain Customer Identity support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides  
• Ensure compliance to standard NielsenIQ Practices / Tools (Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA)   
• Collaborate with cybersecurity teams to ensure compliance with industry standards and regulations 
• Provide application integration support to Internal NIQ Development Teams 

• 1-3 years of experience in technical support or related area.
• Bachelor's degree in business, computer science, or experience in related field    Must Have:  
• Flexibility to work in shift rotations 
• Understanding of internet and cloud computing concepts  
• Strong use of Microsoft Office Tools  
• Passion for solving client issues and a champion of great customer service skills 
• Strong understanding of technical troubleshooting skills and concepts  
• Strong verbal and written communication skills  
• Comfortable working with client-facing teams as well as senior technical associates  
• Must take initiative to solve issues and complete work independently, being flexible with work assignments 
• Analytical and resourceful, able to operate effectively within a dynamic, fast-paced environment   
• Positive attitude, team player, self-starter  
• Experience with supporting a multi-tiered platform and internet-facing applications  
• Nice to have: 
• Prior experience with IAM Tools e.g. OKTA / Entra preferred 
• Knowledge of Single Sign On, SAML, OAuth & modern identity protocols 
• Good understanding of MFA 
• Familiarity with cybersecurity best practices and industry standards

Our Benefits

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

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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion