Customer Support Analyst

Job Description

Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. The job will focus on customer support through quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience

RESPONSIBILITIES

· The person will execute, monitor, and continuously improve the delivery management and service-related tasks assigned to the workstream as snapshot delivery, quality query resolution.

· Become an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.

· Ensuring query resolution and delivering data/information as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with customer on ways of working, and defining servicing elements of Joint Business Plan.

· Responsible for Triaging of customer queries/ request (data, resolution, snapshots) across markets and customer category groups and tracking actions for improvement as needed

· Working closely with other NielsenIQ teams to identify resolutions.

· Work in partnership with stipulated market’s Customer Service teams in accordance with defined Job Aids and Process Design. Adhere to Performance KPIs to improve quality performances (on ti