Description

We are seeking a detail-oriented, proactive and customer-focused Support Analyst to join our Data Governance team to ensure seamless support for internal and external data-related issues across our attribution, products, and services. This role is pivotal in delivering high-quality client service, improving support processes, and driving resolution of issues upstream through collaboration, documentation, and enablement.

The Label Insight Data Governance Team, situated in our Product Team, is dedicated to ensuring the quality, integrity, and usability of data across the organization. Comprising three specialized teams—Attribute Health, CaaS Quality, and Data Support—it works collaboratively to uphold robust data standards, validate AI-generated outputs, and provide responsive, client-focused support. Together, the team enables scalable, trustworthy, and insight-ready data that powers our products and services.

Key Responsibilities:

• Help establish and continuously improve our client inquiry support process.
• Implement best practice support workflows using JIRA Service Management.
• Define and maintain SLAs, escalation paths, and resolution protocols.
• Ensure client inquiries are resolved within the agreed SLAs.
• Investigate and resolve client issues, escalating complex cases to appropriate departments when necessary.
• Define and report on support metrics (e.g. response times, resolution rates, root cause trends).
• Use insights from support data to drive improvements in upstream processes and client experience.
• Oversee the creation and maintenance of rich knowledge base materials to support client self-service, collaborating with specialist teams.
• Collaborate with local market L1 support teams to upskill and reduce issue escalation, and monitor performance.
• Identify recurring issues and work with product and data teams to address root causes and enhance client experience.
• Stay up-to-date with company products, services, and policies to provide informed support.
• Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores.
• Use JIRA reporting tools to provide regular updates on SLA performance to key stakeholders.

Qualifications

• Proven experience in a customer service or client support role, preferably in the FMCG industry.
• Proficiency in JIRA Service Management or similar ticketing platforms.
• Strong communication and problem-solving skills.
• Ability to manage multiple inquiries simultaneously and prioritize effectively.
• Ability to work cross-functionally with technical and non-technical teams.
• High attention to detail. client interactions.
• Empathetic and patient approach to client interactions.
• Bachelor's degree preferred but not required.

Additional Info

Preferred Skills:

• Experience with data analysis or reporting tools.

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

Our Benefits

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

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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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 the https://nielseniq.com/global/en/news-center/diversity-inclusion