Postúlate en Kit Empleo: kitempleo.com.co/empleo/18dhq0

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 elevate 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 elevate 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

Qualifications

- English proficiency at B2 or C1 level (mandatory)




- Bachelor’s degree, preferably in Business Administration, Business, Computer Science, or related field
- 0–2 years of experience in data analysis and/or customer service–related roles
- Strong proficiency in Excel
- Ability to deep dive into issues and work cross‑functionally to drive solutions
- Comfort working with clients facing teams as well as senior technical associates
- Strong bias toward action, versátil, resourceful, and able to operate effectively within a dynamic, fast‑paced environment
- Positive attitude, team player, self‑starter; takes initiative, ability to work independently with guidelines

Soft Skills

- Strong written communication skills (spelling, punctuation, and grammar)
- Ability to translate technical details across different client contexts
- Ability to build strong working relationships within multicultural teams
- Problem solving skills supported by influence and collaboration
- Ability to work under pressure, seek support, and elevate issues when necessary
- Empathy, patience, and adaptability to handle challenging situations with internal and external clients

Benefits

- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee Assistance Program (EAP)

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit https://nielseniq.com/global/en/news-center/diversity-inclusion

#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/18dhq0

📌 Technology Support Specialist (Bogotá)
🏢 Nielseniq
📍 Bogotá