Customer Support Specialist (Technical)

Short Summary

Customer Support Specialist (Technical) with NielsenIQ. About this Job NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and uncovering new pathways to growth. By combining advanced analytics with extensive market measurement capabilities, NIQ helps clients make confident business decisions and stay ahead in a dynamic marketplace. NIQ’s Customer…

Key Details

• Position / opportunity: Customer Support Specialist (Technical)
• Organization: NielsenIQ
• Country / coverage: Colombia
• Location: Bogota, DC, Colombia
• Work arrangement: On-site
• Opportunity type: Jobs
• Sector: Information Technology
• Compensation: Not specified
• Duration: Not specified
• Start date: 2026-08-24
• Application deadline: Not specified

Description

About this Job NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and uncovering new pathways to growth. By combining advanced analytics with extensive market measurement capabilities, NIQ helps clients make confident business decisions and stay ahead in a dynamic marketplace. NIQ’s Customer Support organization is dedicated to helping clients maximize the value of our solutions by delivering timely, high-quality assistance across a global operating model. Acting as a trusted partner to customers, the team supports users throughout their journey by resolving inquiries, guiding platform adoption, and ensuring a seamless experience with NIQ products and services. The Customer Support Specialist (Technical) plays a key role in delivering an exceptional customer experience by helping clients successfully use NIQ’s platforms and solutions. Acting as the first point of contact for platform-related inquiries, this role troubleshoots access, configuration, functionality, and performance issues, ensuring timely resolution through the NielsenIQ Service Suite. Working closely with customers and internal teams, the specialist combines strong customer service skills with problem-solving capabilities to resolve issues, guide users, and drive positive outcomes in a global, collaborative environment. Responsibilities Manage and resolve customer support tickets through the NielsenIQ Service Suite, ensuring timely, accurate, and high-quality responses. Handle support issues end‑to‑end, including information gathering, initial troubleshooting, applying known workarounds, and supporting service restoration. Analyze and validate client shipment data, perform coverage analysis across multiple NielsenIQ customers, and ensure data quality, consistency, and timely delivery. Manage and maintain complex databases, identifying data gaps, anomalies, and inconsistencies while interpreting multiple data variables to support issue investigation and resolution. Troubleshoot platform-related issues, including access, configuration, functionality, and performance, identifying root causes and driving resolution. Configure and maintain customer organizations, user groups, roles, and access permissions within NIQ platforms. Escalate complex issues to appropriate teams when required, maintaining ownership and clear communication throughout the resolution process. Partner closely with the local Issue Management team and provide ongoing support for business-as-usual (BAU) activities, ensuring service continuity and adherence to SLAs. Identify urgent or high‑impact issues and escalate appropriately, delivering high-quality outputs while meeting established KPIs, service levels, and operational standards. Contribute to a positive customer and stakeholder experience through responsiveness, proactive communication, effective prioritization, adherence to NIQ practices, and continuous improvement initiatives. #LI-Hybrid Bachelor’s degree in Business Administration, Information Systems, Engineering, Communications, or a related field preferred. Experience in Customer Support, Technical Support, Help Desk, Service Desk, or other customer-facing support roles. Advanced English proficiency, both written and verbal, with the ability to communicate effectively with customers and stakeholders in a global environment. Intermediate to advanced Microsoft Excel skills, including the ability to troubleshoot user issues and support Excel-based platform solutions. Strong analytical and problem-solving skills, with the ability to investigate issues, identify root causes, and drive resolution. Ability to interpret information from multiple sources, identify patterns, inconsistencies, and trends, and apply sound judgment to resolve customer inquiries. Experience working with software applications, digital platforms, ticketing tools, or service management systems is preferred. Strong organizational skills with the ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced, ticket-driven environment. Excellent communication and collaboration skills, with the ability to…

Responsibilities

• About this Job NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and uncovering new pathways to growth.
• By combining advanced analytics with extensive market measurement capabilities, NIQ helps clients make confident business decisions and stay ahead in a dynamic marketplace.
• NIQ’s Customer Support organization is dedicated to helping clients maximize the value of our solutions by delivering timely, high-quality assistance across a global operating model.
• Acting as a trusted partner to customers, the team supports users throughout their journey by resolving inquiries, guiding platform adoption, and ensuring a seamless experience with NIQ products and services.
• The Customer Support Specialist (Technical) plays a key role in delivering an exceptional customer experience by helping clients successfully use NIQ’s platforms and solutions.
• Acting as the first point of contact for platform-related inquiries, this role troubleshoots access, configuration, functionality, and performance issues, ensuring timely resolution through the NielsenIQ Service Suite.

Requirements / Eligibility

• ar communication throughout the resolution process.
• Partner closely with the local Issue Management team and provide ongoing support for business-as-usual (BAU) activities, ensuring service continuity and adherence to SLAs.
• Identify urgent or high‑impact issues and escalate appropriately, delivering high-quality outputs while meeting established KPIs, service levels, and operational standards.
• Contribute to a positive customer and stakeholder experience through responsiveness, proactive communication, effective prioritization, adherence to NIQ practices, and continuous improvement initiatives.

How To Apply

Use the Apply now button and follow the instructions on the application page.