Support Specialist

2 semanas atrás

Lisboa, Lisboa, Portugal NielsenIQ Tempo inteiro

Job Description:

This is a fast-paced and exciting role especially as NIQ introduces many new and innovative solutions.

The Support Engineer role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.

Being a strong team player is also key as you will need to know when to ask for help and be willing to jump in when a team member needs a hand

Responsibilities

  • Maintain a working knowledge of NIQ supported products and technologies.
  • Strong understanding of technical troubleshooting skills and concepts along with strong verbal and written communication skills.
  • Take ownership of incidents raised, replicate issues, triage, provide workarounds, restore services, and work with delivery teams if defects require permanent solutions.
  • Respond in a timely manner, remain engaged and provide prompt status updates, maintain communication throughout issue cycle
  • Prioritize, research, troubleshoot and resolve or escalate technical issues. As needed, identify, and communicate workarounds.
  • Provide meaningful analysis of issues and provide timely update for any ongoing problems.
  • End to end coordination of issue to resolution with other support teams, operations, technical delivery teams and vendors if required.
  • Fulfill Standard Service Requests and execute actions based on standard operating procedures.
  • Provide consistent updates on tickets in MS Dynamics. Open JIRA ticket and monitor progress for defects.
  • Identify urgent issues and escalate appropriately, participate in severity 1 incident and problem management.


 Maintain support documentation
  • Standard Reporting, Knowledge Base, FAQs, Job Aides
  • Ensure compliance to standard NIQ Practices and ways of working.
  • Internally prioritize work based on incident priority and deadlines.
  • Process improvement for identifying trends in issues and providing feedback to higher level management.
  • Drive longterm solutions to high impact production issues and problem resolution across technical teams.
  • Provide highquality service to continually drive towards fastest resolution timing.
  • Work crossfunctionally with the user, other support teams, operations, technical delivery teams and vendors to resolve issues through root cause analysis and problem management.

QUALIFICATIONS

  • 510 years of experience in technical support or related area
  • Strong communication skills in _German language_
  • Ability to deep dive into issues and work crossfunctionally to drive solutions.
  • Comfort working with client facing teams as well as senior technical associates.
  • Strong bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fastpaced environment.
  • Positive attitude, team player, selfstarter; takes initiative, ability to work independently.

Must Have

  • Exceptional Communication Skills in _German language_, Flexibility to work shift rotations. Application Support experience Nice to Have
  • Experience with PowerBI and/or automation (Python, Ansible, Java, Selenium, Jenkins, Postman, Katalon, Shell, Bash)

EDUCATION

  • Bachelor's degree in Business, Computer Science, or related field

What we can offer:

  • Work in dynamic environment engaging with local and global companies.
  • Benefits & flexible working hours, hybrid work options.
  • Internal trainings will be provided together with detailed onboarding agenda.
  • Access to learning platforms
  • Staff and team events
LI-FC

Additional Information

About NIQ
NIQ, the world's leading consumer intelligence company, reveals new pathways to growth for retailers and consumer goods manufacturers.

With operations in more than 100 countries, NIQ delivers the most complete and clear understanding of consumer buying behavior through an advanced business intelligence platform with integrated predictive analytics.

NIQ delivers the Full View.

Want to keep up with the latest updates on our business and #LifeAtNIQ? Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion


We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

  • NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process._

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