Customer Support Specialist - Pune / Chennai
NielsenIQ
fulltime
General Business
3+ years
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.
Job Description
Responsibilities
Communicate with users of our mobile applications via Zendesk (email and in-app requests).
Provide friendly, empathetic, and clear support to help users resolve their issues.
Identify and understand common user problems and provide step-by-step solutions.
Collaborate with internal teams (QA) when issues need escalation.
Use simple SQL queries and API requests to look up user information (we will provide learning documantation).
Develop and update support materials such as FAQs, user guides, and troubleshooting documents to assist customers in finding solutions independently.
Maintain a positive and professional tone in all interactions
Qualifications
Requirements
Min3+ years of experience in software testing cum customer support, preferably working with consumer apps or SaaS.
Excellent written English and strong communication skills (clarity, empathy, patience).
Ability to de-escalate difficult conversations and support non-technical users.
Good experience in MYSQL DATABASE
Knowledge of API
Knowledge of Software Testing
Strong problem-solving skills and attention to detail.
Ability to multitask and manage multiple conversations at once.
Note:
Our ideal candidate should possess the following:
-A focus on addressing general inquiries, complaints, and non-technical issues;
-Experience engaging with end users to ensure satisfaction and resolve non-technical concerns;
-Strong communication and problem-solving skills, without the need for extensive technical expertise
Nice to have
Experience with Zendesk or similar support platforms.
Experience writing bug reports in Jira.
Familiarity with mobile app user flows (iOS/Android).
Basic technical curiosity and readiness to learn simple database/API tools.
Additional Information
Our Benefits
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.
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