Job Description

Manager, Technical Support - Chennai

REFID835437

Managerial Responsibilities:

Manage and lead a team of support specialists, providing coaching, feedback, and training as needed to ensure the team\'s success

Monitor the team\'s performance and metrics, identifying areas for improvement and implementing process changes to improve efficiency and customer satisfaction.

Collaborate with other departments and peers to ensure timely resolution of customer issues and escalations

Manage team schedules and workload distribution to ensure adequate coverage and effective utilization of resources

Analyze team performance data and prepare regular reports to senior management

Other responsibilities:

Provide enterprise level technical external and internal support to our customers and prospects

Take ownership of customer technical issues and needs

Research, diagnose, troubleshoot and identify solutions for customer issues

Collaborate internally and support the technical onboarding of new customers including users\' set-ups, configurations, etc.

Monitoring & validating automatic processes

Create and conduct ongoing operational data processes in customer environments, including required managed complementary service to the product

Develop & extract data Reports

Document knowledge and help educate colleagues and teammates on technical cases

Keep current with product knowledge regarding features and functionality

Participate in customer-centric projects, as well as internal process improvements

Qualifications

Requirements:

B.Sc degree in Information systems, industrial engineering or equivalent, BA + relevant courses.

3 years of proven experience in tier 2\\3 technical support or delivery\\implementations + 5 years of team handling experience.

Proven track record of leading and managing high-performing teams.

Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, stakeholders, and team members.

Strong SQL background- must have!

Knowledge in Linux systems, utilities, and scripting

Understanding of Software-As-a-Service (SAAS)

Strong troubleshooting and problem-solving skills

Willingness to work outside of business hours when needed.

Team spirit, self-motivation and a positive attitude

The ability to work with multiple interfaces and tasks in a dynamic environment.

Be highly detail oriented.

Business orientation

Nice to have:

Development skills

Experience using cloud environment\\AWS\\Azure

Knowledge in ETL process performance tuning and testing of data

Non-English\\Indian languages proficiency

Additional Information

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
• Recharge and revitalize with help of wellness plans made for you and your family.
• Plan your future with financial wellness tools.
• Stay relevant and upskill yourself with career development opportunities.

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\xe2\x84\xa2.

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 NielsenIQ News Center:

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.

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