Customer Support Representative II
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Job Description
Nielsen customer support representative resolving client issues across proprietary software, hardware, and communication applications. Maintaining SLAs, documenting solutions, and escalating complex technical problems.
Responsibilities:
- Respond to and resolve client inquiries via the Helpline
- Provide day-to-day operational support for Nielsen clients
- Support clients across Nielsen proprietary applications, including software, hardware, and communication needs
- Manage personal ticket volume and follow staffing schedules
- Meet Service Level Agreements (SLAs) and established quality and procedural guidelines
- Participate in training to maintain up-to-date knowledge of Nielsen 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 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:
- Full-time employment
- Technical proficiency with Nielsen proprietary applications, including 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
- Participation in training sessions and continuous learning
- Ability to document common issues and solutions
- Ability to clearly articulate technical solutions to clients and internal stakeholders
- Ability to identify and correctly escalate complex issues to senior technical teams
- Ability to accurately record client interactions and technical steps in the support system
Benefits:
- Employees can work remotely
- Equal opportunities and a diverse and inclusive workplace
- Work environment free from discrimination and harassment
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