Customer Support Specialist

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

• Provide first-level customer support for assigned customers, primarily through the Gracenote CRM / ticketing system
• Responsible for setting deadlines and coordinating the completion of standard change requests and Discrepancy resolution for customer-submitted tickets, within SLA guidelines
• Coordinate with multiple internal departments to resolve customer-related issues or requests.
• Entitle customers to newly licensed products
• Provide customers with timely, clear, and concise status and information related to sales requests, change requests and Discrepancies including resolution, access, and other key details
• Evaluate incoming product-related issues and escalate to account manager when needed
• Adhere to and reinforce the practice of documenting all customer activity in the Gracenote CRM (currently Zendesk)
• Develop a strong understanding of the business to relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems.
• Provision access to standard samples to customers during the pre-sales process
• Maintain an accurate customer contact list, and customer delivery profiles, including API keys and FTP server logins
• Issue billing for all change requests requiring billing adjustments
• Disable product access and keep CRM records current for customer cancellations
• Provide on-call support – beeper coverage rotation required 24/7, twice per quarter
• Participate in customer calls as required
• Provide to the Account Manager any customer escalations related to service or quality
  

Qualifications

• Ability to work daytime hours for the regions of the customers to be supported
• Ability to participate in the after hours coverage to address urgent after business hours on call rotation (US weekend & evening hours) on a rotating basis required
• Ability to handle customer inquiries and complaints professionally
• Excellent English language verbal and written communication skills
• AND For select regions (Brazil-Portuguese) and Latam (Spanish)
• Strong customer service skills, emotional intelligence and excellent interpersonal and communication skills.
• Self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
• Proficiency in using CRM systems (specifically Zendesk)
• Basic knowledge of product licensing and entitlements, a plus
• Familiarity with ticketing systems and SLA guidelines
• Ability to set and manage deadlines
• Analytical thinking to evaluate and troubleshoot issues
• Basic troubleshooting skills
• Ability to adapt to changing customer needs and priorities
• Strong documentation skills
• Ability to manage multiple tasks and priorities simultaneously
• Working knowledge of business software/applications - Google Suite, Microsoft Office Suite
  

Additional Information