Customer Integration Support

Customer Integration

The Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and Etilize solutions. 

The Customer Integration function is a vital, client-facing component of NIQ Brandbank. It is responsible for managing the suite of solutions across both Brandbank and Etilize, including associated service levels. This function ensures the efficient ingestion and distribution of all relevant digital product content to meet the needs of our internal teams, stakeholders, customers, industry, and NIQ.

Job Purpose

As a Customer Integration Support specialist, you will be the primary point of contact for data feed support to consumers. This role demands a balanced mix of customer service and technical expertise, as you will interact with both commercial and technical stakeholders. Your efforts will lead to:

• Enhanced resolution times for issues.
• Establishing a reliable first point of contact for all Client Integration incidents and service requests.

Job Responsibilities

• First Line Support: Provide initial support for both internal and external customers, addressing their queries and issues promptly.
• Service Management: Oversee the Client Integration IT Service Management tool, ensuring that Service Level Agreements (SLAs) are met by responding to and resolving tickets efficiently.
• Service Understanding: Gain a comprehensive understanding of all aspects of the Brandbank service to effectively support clients.
• Stakeholder Interaction: Engage with commercial and technical personnel at various levels, ensuring clear and effective communication.
• Industry Knowledge: Maintain an understanding of consumer content, online retail industry trends, and related technologies to provide informed support.
• Service Monitoring: Continuously monitor Client Integration services to ensure they meet the agreed uptime standards.
• Troubleshooting: Diagnose and resolve Client Integration production issues, recommend appropriate solutions, and oversee maintenance activities.
• Client Onboarding: Facilitate the setup of new client standard feeds, collaborating with clients and internal teams to ensure smooth integration.
• Technical Proficiency: Utilize your understanding of databases, SQL, XML, and web technologies to support and troubleshoot client integration issues.
• Complex Data Handling: Apply your knowledge of complex data structures to manage and resolve integration challenges.
• Communication Skills: Leverage excellent communication skills to build rapport with customers and effectively convey technical information.
• Self-Management: Demonstrate the ability to work under your own initiative, manage your time effectively, and handle multiple projects concurrently.
• Pressure Management: Ability to work under pressure and maintain composure in challenging situations.
• Detail-Oriented: Ability to understand and dive into the details of solutions, such as API definitions.
• Continuous Learning: A desire to learn and develop professionally.

• You may be asked to undertake additional duties to those above, either temporarily or permanently, which the Company reasonably believes you can carry out or for which you will be trained.
• Relevant professional, ethical and health and safety standards apply to this role.
• May require out-of-hours working, reasonable travel to customers and other NIQ offices (both domestic and international).

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