Job description 

ABOUT THE ROLE

We seek a skilled professional to join our Global Support in Campaign Analytics. 

In this role, you will provide technical system support to modelling/operations teams,support product leadership in development across regions, and work with external data partners to automate, monitor, and escalate issues with data ingestion.  This position will work closely with tech, data science, product, operations, and consulting teams to provide tool support, documentation, guidance, and analysis within the Campaign Analytics space. 

ROLE RESPONSIBILITIES

• Provide timely and effective resolution to internal customer issues, ensuring high customer satisfaction.
• Collaborate with product, tech, Dsci teams to address L1 and L2 issues
• Manage and escalate technical issues to the appropriate teams, ensuring swift resolution.
• Foster effective communication between front-end (Sales/Delivery/Research/Ops) and back-end ( Product, Tech, and DSCI) teams.
• Collaborate with product and tech teams to minimize customer/client impact during critical incidents.
• Work closely with tech and DSCI teams to resolve technical challenges and improve product performance.
• Participate in product meetings to provide insights from a support perspective.
• Participate in cross-functional meetings to enhance collaboration and address challenges.
• Diagnose and troubleshoot technical issues reported by customers or internal teams.
• Provide clear and concise instructions for common technical issues.
• Identify recurring technical issues and collaborate with Product, Tech, and DSCI teams to implement long-term solutions.
• Collect and analyze user feedback on technical issues, ensuring insights are shared with relevant teams for continuous improvement.
• Propose improvements to product features based on internal customer feedback and support experience.
• Analyze support data, identify patterns, and contribute to data-driven decision-making processes for Support.
• Utilize data insights to anticipate potential technical issues and implement proactive solutions.
• Manage data ingestion processes in AWS and MDL
• Distribute data alerts to end users
• Collaborate with data vendors to maintain an accurate market ID and item characteristic database
• Provide timely access to internal Nielsen tools and platforms
• Generate feasibility and sales reports to share with delivery teams by using VBA and Python automation
• Develop and maintain in-depth knowledge of Campaign Analytics products, including their features, functionalities, and updates.
• Create and update technical documentation, FAQs, and knowledge base articles to assist internal teams.
• Communicate product changes and updates to the technical support team.
• Create and maintain process automation in Python, VBA, and Google script

QUALIFICATIONS & SKILLS

• Excellent critical thinking and the desire to seek solutions for novel situations as they arise 
• Attention to detail – quality, and accuracy in all work and interactions
• A self-motivated, curious learner with the ability to work collaboratively and willingness to lean in – need to jump in quickly, adapt, and work in a collaborative team environment, managing multiple tickets/projects at once
• Ability to collaborate across different stakeholder groups
• Agile and open-minded, resilient with an enthusiasm for problem-solving. 
• Quick learner with a logical mindset and analytical thinking who is passionate about technology 
• Excellent communication and interpersonal skills.  Friendly, motivated, dynamic, ambitious, and a team player!
• Strong project management skills - being organized, taking ownership, using initiative & being proactive
• General Qualifications
• 1-3+ years experience in analytics and/or survey program
• Bachelor’s Degree/ B.Tech/BE in Computer Science/Engineering or any IT-related fields 
• Experience with Python 3.8+ and its various libraries (pandas, pyspark, postgres, numpy, etc..) is a must
• Some knowledge of VBA or Google Script with a willingness to advance and learn these languages in depth
• Strong problem-solving skills with the ability to learn things quickly in a challenging environment and think outside the box
• Stats background a plus
• Technical proficiency in Office/Google Suite of software solutions
• Excellent verbal and written communication skills
• Ability to work independently in a fast-paced environment
• Previous experience working with engineering or data science teams or in customer support a plus
• Knowledge of Nielsen IQ data a plus
• The position involves regular night shifts