Customer Support Associate

Numerator


Date: 3 weeks ago
City: Vadodara, Gujarat
Contract type: Full time
We’re reinventing the market research industry. Let’s reinvent it together.

At Numerator, we believe tomorrow’s success starts with today’s market intelligence. We empower the world’s leading brands and retailers with unmatched insights into consumer behavior and the influencers that drive it.

Responsibilities:

Inbound panel member queries

  • Provide helpdesk support for all inbound queries received in various forms, including telephone, email, text and others, in a polite, professional, accurate and helpful manner. Panel Advisors are expected to review the nature of all queries before providing a clear and appropriate response, either choosing from a template library or scripting a bespoke written reply.
  • Provide basic troubleshooting advice to the panel member if technical support for their equipment is needed. If more complicated issues arise, the call should be passed to a senior member of staff for guidance.
  • Undertake training and adapt flexibly to using new platforms in the event of a new way of communicating with panellists being launched, to ensure best practice and continuous improvement within the department.
  • To be fully trained on and complete as requested all daily admin tasks required to maintain the panel.
  • To ensure panellist data is kept up to date and accurate via panel health checks, demographic information, social grading, household member details and holiday dates, among others, whilst complying with all data protection rules and guidelines.
  • To complete a written summary of all panel member interactions in the panel communications system log / CRM system (i.e. ISEC, GPM, Atria etc.) and ensure that disposition codes recorded via telephony systems are also completed accurately.
  • To fully understand the user journey from beginning to end and be able to accurately support the panel in completing all tasks required.
  • Be able to confidently and expertly guide panellists to remotely install all equipment necessary (i.e. TV meters, mobile apps, browser extensions and others) as well as troubleshoot any issues that may arise during this process.
  • Order replacement equipment for the panel member if troubleshooting existing kit identifies the need to replace.
  • Ensure that the panellist support helpdesk is never left uncovered during the shift by communicating closely with the team when scheduling breaks.

What You'll Bring to Numerator

Knowledge and skills needed for success:

  • Experience with Helpdesk Team and Fieldwork
  • Computer literate - proficient with Microsoft office (Word, Excel, PPT, etc), Good management of digital platforms / HTML and open to learning new programs (GPM)
  • Good interpersonal Skills
  • Self motivated and can self-manage
  • Professional proficiency in English.
  • Excellent written and verbal communication skills to effectively communicate with diverse audiences.
  • Ability to build and maintain strong relationships with key onshore stakeholders.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Sr Analyst, Financial Operations

Magnit, Vadodara, Gujarat
9 hours ago
Who We AreMagnit is the future of work. Serving hundreds of the world’s most recognizable brands for the past 30+ years, Magnit offers the industry’s first holistic platform for the modern workforce. Magnit's integrated workforce management (IWM) platform supported by data, software, intelligence, and best-in-class services team is key to our clients’ success. It can adapt quickly to regional or...

Sales Specialist

ABB, Vadodara, Gujarat
1 week ago
At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.This Position Reports...

Engineer (Tekla Modeler)

Larsen & Toubro, Vadodara, Gujarat
1 week ago
Candidate shall have Good experience in TEKLA Modelling, along with in-depth Technical Knowledge related to the Steel domain, preferably industrial structures. Hands-on Experience in preparing Fabrication drawings, Erection drawings, GA drawings etc. for Steel structural Members & Misc structural i.e. Handrail/Grating/Ladder./Cladding Etc. Hands-on Experience in AutoCAD is necessary. Understand the technical specification / project specifications. Knowledge of E3D/SP3D shall be...