The Technology Support Specialist is responsible for delivering high quality service to our clients, ensuring that all assigned customer inquiries and questions are resolved efficiently using NielsenIQ proprietary platforms. The role focuses on customer support through Nielsen Service Suite / MSD, supporting task prioritization and resolving client technical issues through troubleshooting and escalation procedures to deliver a positive client experience with timely and accurate updates and responses

 Responsibilities

• Maintain a working knowledge of NIQ‑supported products, platforms, and technologies.
• Apply foundational technical troubleshooting skills with clear verbal and written communication.
• Handle support issues end‑to‑end, including information gathering, initial troubleshooting, applying known workarounds, and supporting service restoration.
• Follow standard operating procedures to resolve issues, document actions, or escalate to engineering teams as needed.
• Respond promptly to incidents and requests, stay engaged, and provide regular status updates through resolution.
• Accurately document issues in MS Dynamics, including symptoms, steps taken, impact, and resolution details.
• Open, track, and monitor JIRA tickets for defects through to closure.
• Fulfill standard provisioning and configuration requests by executing predefined actions according to approved procedures.
• Identify urgent or high‑impact issues and escalate appropriately, participating in Severity 1 incident and problem management when required.
• Collaborate with users, support teams, operations, engineering, and vendors to resolve issues efficiently.
• Properly use support documentation, including knowledge base articles and job aids, and contribute to their effectiveness by providing feedback on gaps, inaccuracies, or opportunities for improvement.
• Adhere to NIQ practices, prioritize work based on priority and deadlines, and contribute to continuous improvement by identifying recurring issues or trends.

• English proficiency at B2 or C1 level (mandatory).
• Bachelor’s degree, preferably in Business Administration, Business, Computer Science, or related field
• 0–2 years of experience in data analysis and/or customer service–related roles.
• Strong proficiency in Excel.
• Ability to deep dive into issues and work cross-functionally to drive solutions.
• Comfort working with clients facing teams as well as senior technical associates.
• Strong bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment.
• Positive attitude, team player, self-starter; takes initiative, ability to work independently with guidelines

Soft Skills

• Strong written communication skills (spelling, punctuation, and grammar).
• Ability to translate technical details across different client contexts.
• Ability to build strong working relationships within multicultural teams.
• Problem solving skills supported by influence and collaboration.
• Ability to work under pressure, seek support, and escalate issues when necessary.
• Empathy, patience, and adaptability to handle challenging situations with internal and external clients.

Our Benefits

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

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

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

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion