Customer Service Specialist – B2B Tech Industry Client Exp Required

Location: Remote, but must be US-Based

Reference ID: REF25306O

About this job

We’re looking for a tech-savvy Customer Service Specialist to join our journey as we create cutting-edge B2B solutions that will transform the consumer research industry in a way our clients have never seen before. This is your opportunity to be at the core of our strategy, as we transform our customer onboarding and engagement strategies.

The Customer Service Specialist will act as the main point of contact with our clients onboarding with our latest platform, Byzzer, through email, online chat, and phone support. You will assist our clients with navigating our online portal, conduct webinars and 1:1 training sessions for new clients in need of platform training, provide up-to-date product/services information, and resolve any emerging problems that our customers might face with accuracy and efficiency. You will learn our client base to understand their individual needs and direct them to the Sales team as appropriate.

Responsibilities

• Become a subject-matter expert (SME) on the industries and personas NielsenIQ serves
• Built an in-depth understanding of the Byzzer platform and how to pitch its value effectively to drive understanding and fully optimized use of the tool to ensure customers get the most value out of their investment
• Conduct successful onboarding presentations of the Byzzer platform for new clients
• Manage connections with our clients through professional emails, phone calls, live chat, and live video demos.
• Handle customer inquiries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Help customers with billing and solution issues.
• Generate sales leads by recognizing opportunities for services and routing to the appropriate sales team members when applicable.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with our customers through open and interactive communication.
• Provide accurate, valid, and complete information by following established communication procedures, guidelines, and policies.
• Keep records of customer interactions, process customer accounts, and file track information electronically in CRM. Identify trends and discuss with the team, including senior leadership.
• Generate ideas to assist in the establishment of efficient communication, procedures, guidelines, and policies for the Customer Service Specialist role.
• Escalate product concerns and feedback to the Product team in a timely manner.

Qualifications

You are genuinely excited to help customers on the other end of the phone and via the computer. You are patient, empathetic, and passionately communicative. You love to problem-solve and engage with customers. You understand the importance of market research and can convey enthusiasm around or products/services to our clients.

• Proven customer support experience (minimum 2 years)—supporting B2B clients for a tech or SaaS firm preferred
• Familiarity with CRM systems, email outreach tools (such as SalesLoft or Hubspot) and Teams / GoToMeeting preferred
• Customer oriented and ability to adapt/respond to a variety of clients
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively

Our Benefits

• Flexible working environment
• Health insurance
• Parental leave
• Life assurance

All your information will be kept confidential according to EEO guidelines.

About NIQ

NIQ, the world’s leading consumer intelligence company, reveals new pathways to growth for retailers and consumer goods manufacturers. With operations in more than 100 countries, NIQ delivers the most complete and clear understanding of consumer buying behavior through an advanced business intelligence platform with integrated predictive analytics. NIQ delivers the Full View.

NIQ was founded in 1923 and is an Advent International portfolio company. For more information, visit NIQ.com

Want to keep up with the latest updates on our business and #LifeAtNIQ? Follow us on: LinkedIn | Instagram | Twitter | Facebook

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: https://nielseniq.com/global/en/news-center/diversity-inclusion/

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