Customer Support Representative II

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.

This is role is for Gracenote - A Global entertainment data and technology company that provides music, video, and sports metadata, automatic content recognition (ACR), and content discovery solutions that power search and recommendations for leading streaming platforms, broadcasters, and automakers worldwide. Gracenote is the content data business unit of Nielsen that powers innovative entertainment experiences for the world’s leading media companies.  Our entertainment metadata and connected IDs deliver advanced content navigation and discovery to connect consumers to the content they love and discover new ones.

We are currently seeking a dedicated Customer Support Specialist to deliver exceptional day-to-day assistance to both our new and established clients. In this position, you will collaborate closely with internal cross-functional technical teams as well as our external clients' engineering and business departments. Your primary objective will be to efficiently troubleshoot and resolve reported problems, adhering strictly to our service level agreement (SLA) timeframes.

Responsibilities:

• 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.

• Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed. 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.Monitor and modify customer delivery profiles as required.

• Issue billing for all change requests requiring billing adjustments.

• Disable product access and keep CRM records current for customer cancellations

• Provide on-call support ( Rotational coverage required 24/7) for customers escalating urgent issues or requests.

• Participate in customer calls as required.

• Notify the Customer Success Manager and your manager of customer escalations related to service or quality

• Associates or Bachelor’s degree in a technical discipline or 1 - 3 years experience in a customer facing role.

• Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.

• Must be able to work the shift hours identified as well as adjust the shift as required by the business.

• Flexibility to extend the support to the team in their working hours if required.

• Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.

• Working knowledge of business software/applications - Google Suite, Jira, Salesforce, a plus.

• Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.

• Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.

For this role we are looking for Individuals who have:

• Agents should be available to work during the daytime hours required to support customers in their respective regions. Additionally, flexibility is required to provide ad-hoc support for alternative working hours, and weekends as needed. 

• 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

• 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.

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