Customer Technical Support

Overview

Direct message the job poster from Kantar Media

As people increasingly move across channels and platforms, Kantar Media’s data and audience measurement, targeting, analytics and advertising intelligence services unlock insights to inform powerful decision-making.

Working with panel and first-party data in over 80 countries, we have the world’s fastest growing cross-media measurement footprint, underpinned by versatility, scale, technology and expertise, to drive long-term business growth for our clients and partners.

Job Title: Customer Technical Support

Location: London

Work pattern: Full time/Permanent/Hybrid working

This is a full-time permanent position, based in our London office. We operate in a hybrid capacity and require 2 days in the office. All applicants must have the legal right to live and work in the UK.

Role Description:

We are building a dedicated global team to support the TV Meters product line. The TV Meters Customer Support Engineer is a member of the team championing the TV Meters product line. The role is key within Kantar, Media Division, Audience Technology area. The TV Meters product line is considered a critical component for Kantar growth platform.

The role will work closely to the Customer Support Team, AGS Teams, Engineering, Procurement and QC Team.

TV Meters are at the core of Kantar audience measurement strategy. The product line includes the new People meter 7 (PM7) and People meter 5000 technologies. Our People meters are deployed all over the globe in over 150,000 panel homes. The role is strategic to ensure the successful deployment and technical support of TV Meters. This is mostly an office-based role.

Key Responsibilities

• To use and manage the support platforms for TV Meters such as Service Desk, Confluence and, other tools provided.
• Review and answer support tickets for TV meters.
• Replicate reported issues reported by clients.
• Testing PM7 and associated products.
• Software Testing
• Provide day-to-day clients technical support and expertise for TV Meters product line.
• Support technology tests, pilots and live deployments as team player or, by coordinating the project as decided by the TV Meters Support Manager.
• Maintain TV Meters documentation in Confluence for internal and external clients.
• Maintain training materials for TV Meters area.
• Preparation of field engineers and local support teams.
• Analysing Meter Data and Meter logs to troubleshoot queries and issues
• Meter Data Analysis with great attention to details
• Working collaboratively as a team

Skills & Experience

• Knowledge of MS Office skill is essential.
• Ability to work in a matrix organisation and exposure to international environments.
• Ability to support and train 1st line local teams, to support 2nd line activities and, to refer to 3rd line development teams.
• Capable of interfacing with other Support teams, Product teams, Engineering and Development teams.
• Ability to own and run autonomously project related activities. To manage trials and the implementation of new TV Meters products from a technical perspective.
• To work closely with TV Meters Customer Support Manager to understand how and where to prioritise the workload.
• Software testing skills and product testing skills are essential.
• Ability to analyse logs and meter data are essential
• Ability to be flexible and adapt to a fast-growing environment (essential)
• Ability to prioritise workload and ensure allocated tasks get completed within tight deadlines.
• Ability to work in a busy environment.
• Working with both new and legacy technologies.
• Managing binary files (Hexadecimal) (desirable)
• A technical background with a computing degree desired.
• Experience in scripting language would be considered an advantage.

Your Profile

• Intermediate to fluent in English
• Computing Degree or equivalent
• Previous experience in technical support in a fast-paced environment and in using a service desk tool and ticketing system in a busy environment
• Experience in software development or application testing would be beneficial
• Excellent communication and interpersonal skills, with the ability to clearly explain complex technical information in simple terms
• After integration period, ability to work both independently on complex issue investigations, as well as part of a team. You’ll build relationships and collaborate well with a diverse range of colleagues and contacts.
• You are hands-on and friendly with excellent customer management skills
• Highly organized, you can manage simultaneous requests efficiently (Essential)

Our offer

At Kantar we have an integrated way of rewarding our people based around a simple, clear, and consistent set of principles. Our approach helps to ensure we are market competitive and to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.

We go beyond the obvious, using intelligence, passion, and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us.

We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, and are allowed to flourish in a space where their mental health and wellbeing is taken into consideration. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.

At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate because of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status, or any other legally protected characteristics.

Privacy and Legal Statement

PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities by Kantar and its affiliate Kantar group companies. For full details of our privacy policy please visit www.kantar.com