Customer Support Associate

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.

Customer Support

Is the Front line Support & Access Teams for customer requests or issues. Responsible for ticketing and coordination of resolution using tooling. Essential in customer feedback loop facilitation and ongoing prioritization of enhancements. Critical role in Audience Measurement for our clients. These teams interact with areas across Nielsen in the pursuit of resolutions in a timely and efficient manner.

Scope of this role

This position provides technical & instructional support for clients contacting Customer Support. The Support Specialist provides support for multiple Nielsen applications by providing how-to instruction, troubleshooting in-depth software, hardware, application and communications issues. This associate is also expected to actively participate in refresher training courses, product-related meetings, communicating pertinent information to appropriate stakeholders, escalating issues promptly and effectively, maintaining updated documentation within our case management tool. This is inclusive of managing all inquiries by internal and external clients through to resolution within our Customer Support established Service Level Agreement guidelines.

Responsibilities

• Provide world-class support to customers for requests, issues, questions, concerns or enhancements
• Ability to utilize tools like Salesforce to log tickets and then project manage the process internally with cross functional teams and externally with all client stakeholders
• Troubleshoot external/internal client issues and then escalate to internal and external stakeholders as needed
• Investigate and suggest potential resolutions or workarounds
• Respond to inquiries promptly, using established department guidelines
• Permission clients to Nielsen products and services using data access guidelines ensuring that contractual obligations are enforced
• Provide complete and accurate information in Case Management tool, to include contact information, issue summary, issue status, next steps, system configuration and ongoing updates
• Investigate, replicate and suggest potential resolutions or workarounds. Escalate appropriately
• Provide timely and accurate feedback to clients. Follow up with clients after their issue has been resolved
• Document resolutions into a knowledge base for reuse and reference point. 
• Stay informed of all policies and procedures that affect customers
• Work as a customer advocate and represent the voice of the customer when logging customer feedback and product and tool enhancements and suggestions that create a more efficient and streamlined customer experience
• Document resolutions into tracking tool
• Resolve issues by use of detailed data analysis and a higher level of technical troubleshooting
• Stay informed of all policies and procedures that affect customers
• Stay updated on industry trends and technological advancements and emerging digital support techniques
• Strong technical aptitude and understanding of digital products, software applications, or online platforms
• Experience in Quality Assurance or Software Testing is beneficial
• Continuously enhance personal knowledge and skills to provide efficient and effective support to users

A Little About You

• We are looking for someone with empathy, ability to communicate clearly both verbally and written, who is patient, has a positive attitude and excellent problem-solving skills. These are important as Customer Support plays an important role in attracting and retaining customers. Needs to work independently and as part of a team. 

Qualifications

• Bachelor, Technical Degree or equivalent Customer Support experience
• Positive attitude and communication skills 
• Excellent customer handling skills 
• Excellent oral and written communication skills 
• Excellent analytical and problem solving skills 
• Attention to detail
• Takes responsibility and ownership 
• Demonstrated initiative and motivation to provide quality service
• Comfortable with Google Suite and Microsoft Office products

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