Python Job: Support Specialist - SQL,Unix,Python

As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment. You will also have the opportunity to participate in our newest product deployments to clients.

Rationale

This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Specialist 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 also be willing to jump in when a team member needs a hand.

Responsbilities

• Maintain a working knowledge of Nielsen Connect supported products and technologies
• Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures
• Prioritize, research, troubleshoot and resolve or escalate technical issues. As needed, identify workarounds and communicate to customers.
• Provide high-quality service to continually drive towards “first call, first touch” resolution
• Provide meaningful analysis of issues back to users and provide timely update for any
• on-going problems
• Work cross-functionally with the user, other support teams, operations, technical delivery teams and vendors to resolve issues through root cause analysis and problem management.
• Perform routine smoke testing, system, and job monitoring
• Provide consistent and clear updates on tickets in tracking tools (Service Now & JIRA)
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides
• Ensure compliance to standard Nielsen Practices / Tools (Nielsen Client Helpline, Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA)
• Remotely participate in responding to inquiries and issues during live client demos and training sessions.
• 3-5 years of experience in technical support or related area
• Passion for solving client issues and a champion of great customer service
• Strong understanding of technical troubleshooting skills and concepts
• Strong verbal and written communication skills
• 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, fast-paced environment
• Positive attitude, team player, self-starter; takes initiative
• Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule
• Experience with supporting a multi-tiered platform and applications

Bachelor's degree in business, computer science, or related field

About NielsenIQ

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.