Total 3 Senior Executive level Customer Service job vacancies in Charters Towers City

NIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer-Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NIQ Essentials 
• Developing and delivering business solutions for client performance tracking 

Working with both your NIQ colleagues and spending time with FMCG clients, you will build partnerships to allow you to understand your client needs and requirements. You'll use this knowledge to develop in depth analytics and create compelling stories that deliver the insight to drive business growth. You will be part of a team of client service individuals who specialize in FMCG/Retail at NIQ. 

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

This role focuses on providing hands-on technical support for the company’s platform. You will troubleshoot technical and platform-related issues, help customers resolve platform-related issues, and support them in using platform features as part of live support interactions.

You will also escalate complex issues when needed and contribute to documentation and internal knowledge sharing to improve resolution efficiency and customer experience.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Act as a problem-solver: understand customer needs, troubleshoot technical issues, and follow up to ensure resolution
• Provide technical support to customers via email, chat, and other support channels
• Guide customers through platform features and workflows as part of troubleshooting and support interactions
• Build strong platform knowledge to support effective troubleshooting and customer issue resolution
• Diagnose, address, and resolve technical issues efficiently and accurately
• Investigate platform functionality issues, login/access concerns, workflow blockers, and compatibility issues
• Test and validate platform functionality following product releases to identify potential issues impacting customers
• Support troubleshooting of third-party integrations and compatibility issues with external tools
• Reproduce customer-reported bugs and clearly document findings for escalation to Product or Engineering
• Escalate complex issues to higher-level support when needed
• Contribute to support resources such as help articles, troubleshooting guides, and internal documentation
• Assist in documenting technical workflows, troubleshooting steps, and escalation paths for recurring incidents
• Collect customer feedback, identify recurring issues, and share insights with Product and Engineering teams
• Log support requests and keep internal teams updated on issue status and customer impact
• Meet personal and team goals such as CSAT, response times, and SLA expectations while keeping customer satisfaction a top priority
• Collaborate with and support team members when assistance is needed
• Take on additional tasks or responsibilities when required to meet team objectives

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with strong problem-solving skills and attention to detail
• Passionate about customer satisfaction and delivering exceptional support experiences
• Comfortable troubleshooting technical and platform-related issues in a fast-paced SaaS environment
• A clear communicator who can explain technical concepts in a simple, practical way
• Adaptable, proactive, and able to work independently with limited supervision
• Collaborative and team-oriented, always ready to support colleagues when needed

YOU HAVE…

• 2+ years of relevant experience in a SaaS, Tech, or Technical Support environment
• 2+ years of experience in technical customer support on SaaS support environments
• Proven ability to provide exceptional technical customer support
• Strong communication and collaboration skills, with a bias for clarity and action
• Experience with a modern support stack such as Zendesk, Guru, Slack, and JIRA
• Analytical, curious, and adaptable, you seek solutions, not perfection
• General knowledge of how web-based and mobile applications work
• Ability to diagnose and troubleshoot customer-reported technical issues
• Comfortable operating in a fast-moving, growth-stage environment
• Able to work independently with little supervision in a remote environment
• Metrics-driven with the ability to manage ticket volume and response SLAs

Bonus Points

• Experience supporting integrations and technical escalations
• Experience supporting SaaS platforms in a technical customer support role
• Passion for customer experience and technical problem-solving

In a nutshell

We are looking for a motivated professional like you to join our international team and provide technical support for enterprise applications.

Your role

• In this role, you will manage incidents and service requests, log and track tickets, and ensure their resolution within the agreed SLA.
• You will investigate issues, coordinate with IT Operations and Development teams, and keep users informed about ticket progress.
• Your responsibilities will also include participating in outage bridges to help resolve service-impacting problems quickly and maintaining reports on support activities.
• You will work with technologies such as Windows Server, MS SQL Server, IIS, and .NET-based applications, contributing to continuous service improvements.
• As part of a global team, you will collaborate with stakeholders across different locations using various communication channels, including phone, email, chat, and shared documentation.