Customer Support Specialist (Technical (Data Analytics))

TL;DR

Customer Support Specialist (Technical) (Data Analytics): Providing technical assistance and troubleshooting for consumer intelligence platforms with an accent on platform configuration, data quality, and ticket resolution. Focus on analyzing client shipment data, managing complex databases, and ensuring seamless platform adoption for global clients.

Location: Hybrid in Bogota, Colombia

Company

NIQ is a global leader in consumer intelligence, providing advanced analytics and market measurement to help clients understand consumer behavior.

What you will do

• Manage and resolve technical support tickets end-to-end via the hirify.global Service Suite.
• Troubleshoot platform-related issues including access, configuration, functionality, and performance.
• Analyze and validate client shipment data and perform coverage analysis to ensure data quality.
• Manage complex databases, identifying anomalies and inconsistencies to support issue resolution.
• Configure and maintain customer organizations, user groups, and access permissions.
• Partner with local Issue Management teams to ensure service continuity and adherence to SLAs.

Requirements

• Experience in Customer Support, Technical Support, Help Desk, or similar customer-facing roles.
• Advanced English proficiency (written and verbal) for global communication.
• Intermediate to advanced Microsoft Excel skills for troubleshooting platform solutions.
• Strong analytical and problem-solving skills to identify root causes of technical issues.
• Bachelor's degree in Business Administration, Information Systems, Engineering, or Communications (preferred).
• Experience with ticketing tools or service management systems.

Culture & Benefits

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