Technical Support Representative

Company Description

NielsenIQ is a leading technology company dedicated to providing innovative analytics products and services for our customers and the Byzzer division specializes in service small-to-medium business. We specialize in turnkey reporting and alerting for our clients, and our commitment to excellence has earned us a reputation for delivering exceptional customer experiences.

Job Description

As a Technical Support Representative, you will be an integral part of our Customer Support team, responsible for providing specialized technical assistance to our valued customers. Your primary duties and responsibilities will include:

What you’ll do

• Handle escalated technical issues from Tier 1 support representatives, ensuring a high level of expertise and troubleshooting proficiency to resolve customer concerns effectively.
• Investigate and diagnose complex technical problems reported by customers, identify root causes, and deliver timely and accurate solutions to ensure customer satisfaction.
• Communicate with customers professionally and empathetically, demonstrating active listening skills to understand their issues fully and provide appropriate guidance.
• Maintain detailed and accurate records of customer interactions, including issue descriptions, troubleshooting steps, and resolutions in the documentation wiki.
• Collaborate with cross-functional teams, including Product Development and Quality Assurance, to escalate and prioritize critical issues that require engineering-level support.
• Contribute to the company's knowledge base by creating support articles, guides, and FAQs to empower customers with self-help resources.
• Provide valuable feedback to improve product documentation, identify areas for process improvement, and actively participate in training sessions to enhance technical skills.

Qualifications

• Strong technical background with in-depth knowledge of backend systems, SQL, and financial operations platforms (preferably NetSuite).
• Minimum of 2 years of experience in a Tier 2 technical support or similar role.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical customers effectively.
• Exceptional problem-solving abilities and the capacity to analyze complex issues systematically.
• Demonstrated dedication to delivering exceptional customer experiences and a commitment to customer satisfaction.
• Ability to thrive in a fast-paced, ever-changing environment, with a positive attitude towards challenges.
• Strong team player with excellent collaboration skills to work effectively with various departments.

Additional Information

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.

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitt