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We are seeking a highly skilled Technical Support Engineer to join our team at NielsenIQ. As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, ensuring their technical issues are resolved efficiently and effectively.
Key Responsibilities:- Technical Support: Provide enterprise-level technical support to customers via a support ticketing system, ensuring timely resolution of technical issues within Service Level Agreements (SLAs).
- Issue Resolution: Research, diagnose, troubleshoot, and identify solutions to resolve customer technical issues, collaborating with internal stakeholders as needed.
- Customer Onboarding: Support the technical onboarding of new customers, including users' setups, configurations, and product training.
- Knowledge Sharing: Document knowledge and educate colleagues and teammates on technical cases, ensuring knowledge is shared across the organization.
- Product Knowledge: Stay up-to-date with product knowledge and latest features and functionality, ensuring technical support is provided with the most current information.
- Education: Bachelor's degree in Information Systems, Computer Science, Industrial Engineering, or equivalent.
- Technical Skills: Strong troubleshooting and problem-solving skills, with a strong background in SQL and experience working with technical support ticketing systems.
- Language Skills: Excellent written and verbal communication skills in English and Spanish, with the ability to communicate complex technical information to customers and internal stakeholders.
- Teamwork: Strong team spirit, self-motivation, and a positive attitude, with the ability to work collaboratively with cross-functional teams.
- Experience: Experience in technical support or software product implementations, with a strong understanding of Linux systems, utilities, and scripting.
- Business Acumen: Knowledge of ETL processes and business orientation specifically in the Retailer domain.
