Technical Support Rep

TECHNICAL SUPPORT REP - CALL CENTER Get to know NCPThe National Consumer Panel is an operational joint venture between the two leading longitudinal consumer insights providers in the United States – IRi and Nielsen. By recruiting, incenting and equipping a representative sample of the US consumers with handheld scanning devices as well as alternative methods of data collection, NCP provides the highest quality, actionable consumer data to support the needs of both IRi and Nielsen.Why join NCP?NCP earned one of the Best Companies to Work for in NY for the 3rd year in a row! Simply put, we want to make lives better; our work life and family life. And to do that, we need the very best people to join us. We are looking for someone who demonstrates:
  • Tenacious commitment to continuous improvement
  • Thoughtful, fast, disciplined execution
  • Passionate customer focus
  • Ongoing interest and aptitude in the technology industry
Here is a glimpse of what you’ll do…
    • Interact with internal organization for workstation set up, VPN, Citrix, soft and physical phone configuration, Cisco support, employee on/off boarding, and general laptop/application troubleshooting.
    • Act as email administrator.
    • Act as Red Mine system administrator.
    • Work with internal and external teams to create CRM requirements and implement.
    • Lead process improvement efforts.
    • Assign/close tickets, provide advanced level 2 support, and conduct refresher troubleshooting training as needed.
    • Provide escalated call help line coverage, assist floor and quality lead, and assist with email responses/phone coverage as needed.
    • Work flexible hours as needed.

  • Required Knowledge:
    • Strong knowledge of troubleshooting Windows (7, 8.1, 10) issues.
    • Knowledge of Microsoft Office applications (Word, Excel, Outlook) versions 2003-2016 in a business environment as well as knowledge of 365.
    • Familiarity with ticketing systems (e.g. Remedy, Red Mine), CRM (e.g. Salesforce), and Cisco or similar ACD phone system administration experience.
    • Strong knowledge of advanced hand-held scanner, cable/DVR box, or similar technology troubleshooting.
    • ETL knowledge a plus. Required Skills:
    • Ability to manage multiple priorities and prioritize work load effectively.
    • Strong interpersonal skills.
    • Strong oral and written communication skills.
    • Time management and planning skills.
    • Detail oriented.
    • Analytical skills.Required Education and Experience:
    • High School Diploma, GED or equivalent work experience. Two year Associates degree preferred.
    • Experience with Microsoft Office applications (Word, Excel, Outlook) versions 2003-2016 in a business environment as well as experience with Office 365.
    • Prior experience in a call center preferred.
    Get to know NCPThe National Consumer Panel is an operational joint venture between the two leading longitudinal consumer insights providers in the United States – IRi and Nielsen. By recruiting, incenting and equipping a representative sample of the US consumers with handheld scanning devices as well as alternative methods of data collection, NCP provides the highest quality, actionable consumer data to support the needs of both IRi and Nielsen.

Hours of Operation: 9:00 a.m. to 9:00 p.m. Monday through Friday

10:00 a.m. to 6:00 p.m. Saturdays

Contact: Jane Slater: Senior Manager, HR, jane.slater@ncppanel.com or call 516-682-6086.

Thank you.