Technology Support Specialist at NielsenIQ

The Technology Support Specialist is responsible for delivering high quality service to our clients, ensuring that all assigned customer inquiries and questions are resolved efficiently using NielsenIQ proprietary platforms. The role focuses on customer support through Nielsen Service Suite / MSD, supporting task prioritization and resolving client technical issues through troubleshooting and escalation procedures to deliver a positive client experience with timely and accurate updates and responses    Responsibilities • Maintain a working knowledge of NIQ‑supported products, platforms, and technologies. • Apply foundational technical troubleshooting skills with clear verbal and written communication. • Handle support issues end‑to‑end, including information gathering, initial troubleshooting, applying known workarounds, and supporting service restoration. • Follow standard operating procedures to resolve issues, document actions, or escalate to engineering teams as needed. • Respond promptly to incidents and requests, stay engaged, and provide regular status updates through resolution. • Accurately document issues in MS Dynamics, including symptoms, steps taken, impact, and resolution details. • Open, track, and monitor JIRA tickets for defects through to closure. • Fulfill standard provisioning and configuration requests by executing predefined actions according to approved procedures. • Identify urgent or high‑impact issues and escalate appropriately, participating in Severity 1 incident and problem management when required. • Collaborate with users, support teams, operations, engineering, and vendors to resolve issues efficiently. • Properly use support documentation, including knowledge base articles and job aids, and contribute to their effectiveness by providing feedback on gaps, inaccuracies, or opportunities for improvement. • Adhere to NIQ practices, prioritize work based on priority and deadlines, and contribute to continuous improvement by identifying recurring issues or trends.