Job Description

Company Description

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(TM).



As the Customer Support and Inquiry L1 Ticketing Associate at NIQ, you will join our Global Finance Operations team, serving as the initial point of contact for users and customers (both internal and external) seeking assistance or follow-up after raising a ticket in our Service Management ecosystem. Your primary role will be to provide expert support and troubleshooting for their inquiries, ensuring minimal disruption to users' workflows.


Our L1 team will cover support a number of Fin Ops functions including Accounts Payable (AP); Order to Cash (OTC); Record to Report (R2R); Financial Planning & Analysis (FP&A); Commercial Finance; Statutory Accounting; and Indirect Tax

Key Responsibilities:

• Inquiry Resolution: Efficiently resolve inquiries and issues, providing initial support and troubleshooting to ensure quick resolution. Utilize knowledge base resources and problem-solving techniques to resolve common problems swiftly.
• Service Management: Monitor and manage the flow of tickets within the Service Management ecosystem, prioritizing and escalating issues as necessary. Record detailed information of user inquiries, troubleshooting steps taken, and resolutions achieved in the ticketing system for continuous improvement.
• Customer Service: Deliver exceptional customer service to internal and external stakeholders, maintaining professionalism, empathy, and effective communication throughout the resolution process. Strive to exceed users' expectations and provide proactive updates.
• Process Improvement: Identify opportunities for process improvement within the Customer inquiry support function, contributing to initiatives that enhance service delivery and operational efficiency. Share knowledge and best practices with team members to enhance overall support capabilities.
• Compliance and Documentation: Ensure all inquiries and resolutions comply with company policies and procedures, maintaining accurate documentation for audit and training purposes. Ensure adherence to KPIs and SLAs related to the timeliness of responses and follow-up on case management requests.
• Training and Support: Assist in the development and delivery of training materials related to Inquiry processes and the Service Management ecosystem, ensuring users and customers are well informed. Provide mentorship and guidance to other team members to develop their skills and competencies.
• Collaboration: Work closely with other finance and operation teams, including the L2 and L3 functional expertise teams to address complex inquiries, fostering a collaborative approach to problem-solving. Assist with the follow-up of queries, and closing of tickets
• KPI Reporting: Help track and publish metrics and KPIs around SLAs related to the timeliness of responses to tickets and follow-up on case management requests, providing insights into the quality of our service management processes.



Qualifications

• Bachelor's degree in Finance, Accounting, Business Administration, or related field is preferred.
• 2-4 years of experience in Finance Shared Services, customer service, or a similar support role within a global organization would be ideal, or we would be happy to even explore with Freshers who may have had perhaps Intern experience at a GBS, Shared Services Centre or even Customer Support desk but with an interest in expanding to Finance.
• Customer Service Skills: Exceptional customer service skills, with the ability to effectively resolve user and customer inquiries and complaints.
• Problem-Solving: Strong problem-solving skills, with a knack for identifying and resolving issues efficiently and effectively.
• Communication: Excellent verbal and written communication skills, capable of conveying information clearly and concisely to stakeholders at all levels.
• Organizational Skills: High level of organizational skills, with the ability to manage multiple inquiries and tasks simultaneously while maintaining attention to detail.
• Technical Proficiency: Proficiency in using Service Management platforms and financial systems, with a strong aptitude for learning new technologies.
• Teamwork: Ability to work collaboratively in a team environment, contributing to a positive work atmosphere.
• Certifications: IT certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous but not required.



Additional Information

At NIQ, we're dedicated to providing more than just a job--we offer you the opportunity to own your story. As part of our team, you'll enjoy a range of benefits designed to support your well-being and career development. From comprehensive healthcare packages to opportunities for ongoing learning and advancement, we're committed to helping you thrive. Join us and experience Life at NIQ!

• Comprehensive Health Care and Life Insurance
• Free Employee Assistance Programs (EAP) - NIQ offers support to all associates and their families for their emotional well-being trough professional, timely and confidential counselling services on issues related to everyday concerns & problems, overcome emotional challenges, and maintain a healthy and balanced lifestyle.
• Free LinkedIn Learning access that helps you discover and develop business, technology-related, and creative skills through over 2 available in 7 languages
• Access to formal mentoring program
• Vacation and Volunteer time off
• Flexible working environment

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(TM). 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


NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion