Customer Support and Inquiry Level 1 Associate

L1 Enquiry Support

Job Description

We are seeking a dynamic : Customer Support and Inquiry L1 Ticketing Associate to support our Service Management and to  drive Operational Excellence

Key Responsibilities:

1. Inquiry Resolution: Efficiently resolve inquiries and issues, leveraging knowledge base resources and problem-solving techniques.
2. Service Management: Monitor and manage ticket flow in ServiceNow, prioritizing and escalating as needed. Record detailed information for continuous improvement.
3. Customer Service: Deliver exceptional service with professionalism, empathy, and clear communication.
4. Process Improvement: Identify and contribute to initiatives that enhance service delivery and operational efficiency.
5. Compliance and Documentation: Ensure all inquiries and resolutions comply with company policies, maintaining accurate documentation for audit and training.
6. Training and Support: Assist in developing and delivering training materials, and mentor team members.
7. Collaboration: Work closely with L2/L3 teams and other finance functions to address complex inquiries.
8. KPI Reporting: Track and publish metrics around SLAs and case management.

Additional Skills & Experience:

1. ITSM & CSM ServiceNow Experience: Experience with ServiceNow ITSM and CSM modules is highly desirable.
2. Agentic AI & Automation: Exposure to agent-based systems, agentic AI, and a desire to explore and push boundaries in artificial intelligence and generative AI.
3. Accounts Payable, Order to Cash, Service Management: Passion for these core FinOps processes and a drive to deliver best-in-class support.
4. Growth Mindset: Eager to learn, grow, and see the wider impact of finance operations.
5. Collaboration & Ownership: Keen to take ownership, drive accountability, and contribute to a high-performing, inclusive team.

Qualifications

1. Bachelor’s degree in Finance, Accounting, Business Administration, or related field preferred.
2. 2-5 years’ experience in Finance Shared Services, customer service, or similar support role.
3. Strong customer service, problem-solving, and communication skills.
4. Proficiency with Service Management platforms and financial systems.
5. Finance Shared Services or GBS background preferred.
6. Strong stakeholder management, written and verbal communication skills.
7. Innovation-driven mindset and ability to enable business goals in harmony with regulatory requirements.
8. Startup and growth mindset.
9. Ability to troubleshoot and ask for support when required.
10. Proven track record of implementing change that delivers results.

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

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™. 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

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion