{"id":3813016,"url":"https://alion.io/job/nielseniq-sr-customer-support-analyst-2","title":"Sr. Customer Support Analyst","company":{"id":9378,"name":"NielsenIQ","domain":"nielseniq.com","url":"https://alion.io/company/nielseniq","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":22,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-11-05T10:21:39Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-10T11:37:31Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"The Sr. Customer Service Associate will be responsible for maintaining and enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. This role focuses on delivering high-quality outputs, managing complex queries, and driving customer satisfaction through proactive engagement and process excellence. Additionally, the candidate will play a critical role in stakeholder management and building strong relationships with senior stakeholders - both internally and at the client end.\nRESPONSIBILITIES\nExecute, monitor, and continuously improve delivery management and service-related tasks such as snapshot delivery and quality query resolution.\nBecome an expert on NIQ processes and methodologies, actively contributing to improving deliverables’ quality and efficiency.\nEnsure query resolution and deliver data/information as per customer contractual terms, aligned with success criteria and tracking mechanisms.\nAlign with customers on ways of working and define servicing elements of Joint Business Plans.\nResponsible for triaging customer queries/requests (data, resolution, snapshots) across markets and customer category groups, tracking actions for improvement as needed.\nWork closely with other NielsenIQ teams to identify and implement resolutions.\nPartner with market-specific Customer Service teams in accordance with defined Job Aids and Process Design.\nDrive adherence to KPIs and process compliance for assigned markets/processes, ensuring on-time delivery and data accuracy.\nOperate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.\nBuild and maintain strong relationships with senior stakeholders internally and externally, ensuring effective communication, trust, and collaboration.\nAct as a strategic partner to clients by understanding their priorities and efficiently addressing their queries to enhance customer experience.\nA LITTLE BIT ABOUT YOU\nA successful Sr. Customer Service Associate manages multiple customers and NIQ markets, ensuring timely delivery of reports/information, and high-quality query resolution. You will play a key role in driving customer delight with process improvements, standardization, and automation of deliverables. In this role, you are expected to:\nAct as the primary point of contact for designated markets/customers through CSO/MSD, ensuring an exceptional customer experience.\nIdentify, investigate, and coordinate resolutions for data, process, or product-related queries with speed and accuracy.\nBuild and maintain strong relationships with senior stakeholders - both internally and at the client end - by understanding their priorities, influencing decisions, and proactively addressing needs.\nCollaborate across teams and markets to ensure alignment on ways of working and deliverables that meet contractual and strategic objectives.\nDemonstrate ownership, strategic thinking, and the ability to manage complex situations under pressure while maintaining trust and credibility.\n Qualifications\nMaster’s degree with preference to Marketing or Business Analytics with 3+ yrs of experience of related experience\nStrong exposure to Microsoft Excel (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting) and PowerPoint.\nAnalytical skills and aptitude for data and operational processes.\nProject management aptitude (critical path, task sequencing, problem solving, etc.).\nExcellent organization skills, ability to meet deadlines, and work effectively in teams.\nAdvanced analytical and problem-solving skills.\nCPG exposure is a plus.\nConsistency, accuracy, proactivity, and attention to detail are a must.\nEnglish language proficiency: writing and verbal.\nProficiency in leveraging AI tools for advanced query resolution, data analysis, process automation, and productivity optimization.\nSOFT SKILLS\nCommunicate clearly and confidently with customers and senior stakeholders.\nAbility to build and maintain strong relationships in a multi-cultural environment.\nStrategic influencing and troubleshooting skills.\nAbility to work under pressure and seek support when required.\nLogical thinking and adaptability with Transformation mindset\nOur Benefits\nFlexible working environment\nVolunteer time off\nLinkedIn Learning\nEmployee-Assistance-Program (EAP)\nNIQ 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://nielseniq.com/global/en/info/niqs-ai-safety-policies/\nAbout NIQ\nNIQ 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.\nFor more information, visit NIQ.com\nWant to keep up with our latest updates?\nFollow us on: LinkedIn | Instagram | Twitter | Facebook\nOur commitment to Diversity, Equity, and Inclusion\nAt 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","description_format":"text","description_chars":6921,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Market Research","Retail & Pricing Analytics"],"lifecycle":[{"event":"open","at":"2026-11-05T15:17:03Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.63,"p_room":1,"age_days":4,"expected_fill_days":14,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/nielseniq-sr-customer-support-analyst-2","json_url":"https://alion.io/job/nielseniq-sr-customer-support-analyst-2.json","meta":{"generated_at":"2026-11-10T13:16:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30862,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":9378},"rest":"https://alion.io/mcp/rest/get_company?id=9378"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnielseniq-sr-customer-support-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnielseniq-sr-customer-support-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnielseniq-sr-customer-support-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nielseniq-sr-customer-support-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnielseniq-sr-customer-support-analyst-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3813016}},{"tool":"search_jobs","arguments":{"company":"nielseniq.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3813016},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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