Senior Above Market Customer Support Associate at Nielsen

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, Data AnalyticsIndustries

Requirements

Post Graduate degree in Business, Economics, Management, or other related field
Experience in a data-driven environment or client support function preferred; market research exposure is a plus
Proficiency in Microsoft Excel (required) and PowerPoint/Word (required)
Familiarity with Power BI and comfort working with databases/internal tools to extract and structure data
Strong attention to detail, data accuracy, and version control
Strong problem-solving skills; ability to structure data and answer business questions succinctly
Excellent written and verbal communication skills; capable of producing clear, senior-ready content
Organized, reliable, and able to manage personal workload to meet agreed timelines in a virtual, multicultural environment
Customer-centric mindset—empathetic, responsive, and solution-oriented; team player who also works well independently
Openness to change and continuous learning; proactive in spotting improvements

Responsibilities

Provide outstanding day-to-day support for client questions via the client service platform (meeting SLAs for speed, accuracy, and quality)
Play a connector/enabler role—triaging, prioritizing, and following through on requests until resolution; escalate thoughtfully when required
Build and deliver high-quality KPI reports, dashboards, and client-ready materials using internal data sources
Extract, check, and format data accurately from internal databases; translate outputs into clear, actionable insights for senior stakeholders
Create concise updates/presentations on product enhancements and releases to support client engagement
Liaise with local, regional, and Global teams (e.g., Client Delivery, Consulting/Analytics, Commercial, Operations, Product/Data Science) to complete tasks and ensure connected, on-time delivery
Contribute to a consistent, above-market service model by sharing best practices and supporting knowledge-building across teams
Monitor key service metrics (e.g., response time, first-time resolution, quality flags) and contribute to improvements
Identify recurring issues and quality trends; suggest process or product enhancements to prevent future escalations and improve experience
Maintain high standards of governance, documentation, and data quality

Skills

Key technologies and capabilities for this role

Client SupportQuery ResolutionKPI ReportingData AnalysisDashboardsData ExtractionInsights GenerationPresentationsCross-Functional CollaborationService MetricsSLA ManagementStakeholder Communication

Questions & Answers

Common questions about this position

Is this role remote or on-site?

This is an on-site position.

What technical skills are required for this role?

Proficiency in Microsoft Excel and PowerPoint/Word is required, along with familiarity with Power BI and comfort working with databases/internal tools to extract and structure data. Strong attention to detail, data accuracy, and version control are also essential.

What education and experience are needed?

A Post Graduate degree in Business, Economics, Management, or a related field is required. Experience in a data-driven environment or client support function is preferred, with market research exposure as a plus.

What is the salary or compensation for this position?

This information is not specified in the job description.

What core competencies make a strong candidate for this role?

Strong problem-solving skills to structure data and answer business questions succinctly, excellent written and verbal communication skills for producing clear senior-ready content, and being organized, reliable, and able to manage workload to meet timelines.

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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