Customer Support Representative II
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Job Description
Customer Support Representative II resolving client issues across Nielsen’s proprietary media insights software and hardware. Managing tickets, SLAs, escalations, and support documentation.
Responsibilities:
- Respond to and resolve client inquiries via the Helpline
- Manage personal ticket volume and follow staffing schedules to maintain team responsiveness
- Meet Service Level Agreements (SLAs) through established quality and procedural guidelines
- Participate in training to master new concepts and Nielsen proprietary applications
- Document common issues and solutions for internal knowledge resources
- Apply training and feedback to ensure accuracy in client interactions
- Communicate technical solutions to clients and internal stakeholders
- Identify and route complex issues to senior technical teams
- Maintain positive, professional relationships with clients and colleagues
- Report recurring software or hardware gaps to management
- Accurately record client interactions and technical steps in the support system
Requirements:
- Technical proficiency supporting proprietary software, hardware, and communication needs
- Ability to respond to and resolve client inquiries via the Helpline
- Ability to manage personal ticket volume and adhere to staffing schedules
- Ability to meet Service Level Agreements (SLAs) and follow quality and procedural guidelines
- Willingness to participate in training and maintain up-to-date knowledge of Nielsen proprietary applications
- Ability to document common issues and solutions
- Ability to clearly articulate technical solutions to clients and internal stakeholders
- Ability to identify, escalate, and correctly route complex issues to senior technical teams
- Ability to accurately record client interactions and technical steps in the support system
Benefits:
- Remote work availability
- Equal opportunity and inclusive workplace
- Work environment free from discrimination and harassment
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