Job Location: Poona
About this Job
As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as 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.
Rationale
This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and also be willing to jump in when a team member needs a hand.
Responsbilities
- Maintain a working knowledge of Nielsen Connect 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. As needed, identify workarounds and communicate to customers.
- 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
- Work cross-functionally with the user, other support teams, operations, technical delivery teams and vendors to resolve issues through root cause analysis and problem management.
- Perform routine smoke testing, system, and job monitoring
- Provide consistent and clear updates on tickets in tracking tools (Service Now & JIRA)
- Maintain support documentation – Standard Reporting, Knowledge Base, FAQs, Job Aides
- Ensure compliance to standard Nielsen Practices / Tools (Nielsen Client Helpline, Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA)
- Remotely participate in responding to inquiries and issues during live client demos and training sessions.
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- 3+ years of experience in technical support or related areas.
- Passion for solving client issues and a champion of great customer service.
- Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background.
- Good knowledge of SQL , UNIX scripting, and python.
- Familiarity in technology area like UNIX, automation tools, cloud, API management, database, monitoring tools, big data, infrastructure services, etc.,
- Sound SDLC skills, preferably with experience in an agile environment
- Excellent communication skills, with the ability to effectively interface across cross-functional technology teams and the business stakeholders
- Functional knowledge of Market research, FMCG industry, and big data is a plus.
- Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule
- Must Have: Exceptional communications skills, flexibility to work in 24X7 shift rotations – including weekends. Familiarity in technology area like SQL, C#, UNIX scripting, Python, TIBCO, Azure, cloud, API management, automation tools, database, monitoring tools, big data, infrastructure services, etc., Sound SDLC skills, preferably with experience in an agile environment.
- Nice to have: Functional knowledge of Market research, FMCG industry, and big data.
Bachelor’s degree in business, computer science, or related field
Additional Information
Our Benefits
- Flexible working environment
- Health insurance
- Parental leave
- Life assurance
About NielsenIQ
NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.
Learn more at: www.niq.com
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Our commitment to Diversity, Equity, and Inclusion
NielsenIQ 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 NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/
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