Customer Support Analyst at Nielsen

Pune, Maharashtra, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, Consumer InsightsIndustries

Requirements

Master’s degree with preference to Marketing
Preference to candidates having exposure to Excel and strong communication
Preference to candidates with good exposure of Microsoft Excel (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting); and PowerPoint
Analytical skills and aptitude for data and operational processes
Project management aptitude (critical path, task sequencing, problem solving, etc.)
Good organization skills, meeting deadlines, and team player
Analytical and problem-solving skills
CPG Knowledge is a plus
Consistency, accuracy, proactivity and attention to detail is a must
English language proficiency: writing and verbal
Working knowledge of AI tools and ability to leverage them for query resolution, automation, and productivity improvements
Communicate clearly with customers
Ability to translate technical details from different customer contexts
Build network relationships in multi-cultural environment
Troubleshooting using Influencing skills
Ability to work under pressure and ask for support when required
Logical thinking and adaptability with Transformation mindset

Responsibilities

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 time delivery and data accuracy) and maintain work discipline
Drive adherence to KPI and process compliance for set of markets / processes
Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues
Manage 5 to 10 customers and/ or multiple NIQ market and will be responsible for snapshot delivery and quality query resolution
Ensure timely delivery of reports, databases and effective change management in order to standardize and automate the deliverables
Identify, investigate and co-ordinate data resolution, process or product related changes/ queries, and be the first point of contact (through CSO/ MSD) for designated customers, ensuring efficient customer experience

Skills

Key technologies and capabilities for this role

Customer Relationship ManagementQuery ResolutionTask TriagingSnapshot DeliveryKPI ManagementProcess ImprovementData DeliveryStakeholder LiaisonCSOMSD

Questions & Answers

Common questions about this position

Is this position remote or on-site?

The position is on-site.

What skills are required for the Customer Support Analyst role?

Required skills include strong Microsoft Excel proficiency (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting), PowerPoint exposure, analytical and problem-solving skills, project management aptitude, good organization skills, and English language proficiency. A Master's degree with preference to Marketing is also required, with CPG knowledge as a plus.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the work environment look like at NielsenIQ?

The role involves operating in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues, and working closely with other NielsenIQ teams and Customer Service teams.

What makes a strong candidate for this Customer Support Analyst position?

A strong candidate manages 5 to 10 customers or multiple NIQ markets, demonstrates consistency, accuracy, proactivity, and attention to detail, and excels in snapshot delivery, quality query resolution, and timely report delivery.

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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