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Job DescriptionThe Customer Support Specialist serves as the primary point of contact for resolving inquiries from various B2B clients, including broadcasters, advertising agencies, and digital media representatives, who utilize Nielsen's data. This role involves analyzing technical and data-related inquiries received through the ticketing system to provide direct solutions or collaborating with global product and technology teams to deliver accurate resolutions to clients.
Role Summary
The Customer Support Specialist serves as the primary point of contact for resolving inquiries from various B2B clients, including broadcasters, advertising agencies, and digital media representatives, who utilize Nielsen's data. This role involves analyzing technical and data-related inquiries received through the ticketing system to provide direct solutions or collaborating with global product and technology teams to deliver accurate resolutions to clients.
Job Responsibilities
- Customer Inquiry Response & Resolution (Tier 1 Support):
- Provide 1st level response and troubleshooting for service usage and data-related issues received via phone, email, and Ticketing System.
- Provide installation guides and usage instructions for Nielsen's media analysis software (Arianna, Spotwatch, etc.).
- Issue Management & Escalation:
- Identify complex technical problems or data discrepancies and escalate them to internal Product & Operations teams or the global technical support team, while tracking the progress.
- Customer Experience Improvement Activities:
- Analyze inquiry types to update FAQs and the User Manual (Knowledge Base).
- Conduct regular VOC analysis and derive improvement ideas to enhance service satisfaction.
- Client Database Management:
- Manage client contract information and user permissions; create and manage service access accounts.
- Delivery daily audience rating reports once a week (early morning shift from 5:30-13:00, including weekend)
포지션 개요
Customer Support Specialist는 닐슨의 데이터를 이용하는 방송사, 광고 대행사, 디지털 미디어 렙사 등 다양한 B2B 고객의 문의를 최접점에서 해결하는 역할을 담당합니다. 티켓 시스템을 통해 인입되는 기술적/데이터 관련 문의를 분석하여 직접 해결하거나, 글로벌 프로덕트/기술 팀과 협업하여 고객에게 정확한 솔루션을 제공합니다.
주요 업무
- 고객 문의 응대 및 해결 (Tier 1 Support):
- 전화, 이메일 및 티켓 시스템(Ticketing System)을 통해 접수되는 서비스 이용 문의 및 데이터 관련 이슈에 대한 1차 대응 및 트러블 슈팅
- 닐슨의 미디어 분석 소프트웨어(Arianna, Spotwatch 등) 설치 및 사용법 가이드 제공
- 이슈 관리 및 에스컬레이션:
- 복잡한 기술적 문제나 데이터 불일치 이슈를 파악하여 내부 Product 및 Operations 팀, 또는 글로벌 기술 지원 팀에 에스컬레이션 및 진행 상황 트래킹
- 고객 경험 개선 활동:
- 고객 문의 유형을 분석하여 FAQ 및 사용자 매뉴얼(Knowledge Base) 업데이트
- 서비스 만족도 향상을 위한 정기적인 VOC 분석 및 개선 아이디어 도출
- 고객 데이터베이스 관리:
- 고객 계약 정보 및 사용자 권한 관리, 서비스 접속 계정 생성 및 관리
- 주 1회 일일 시청률 보고서 전달을 위한 새벽 근무 가능자(5:30-13:00, 공휴일 포함)
- Bachelor’s degree or higher (Major does not matter).
- Total experience of 3 years or less (New graduates are welcome to apply).
- Possess logical communication skills and a customer-oriented mindset.
- No resistance to learning and utilizing new software and IT tools.
- Proficiency in basic MS Office applications (Excel, PPT, Word).
- Capable of Business English writing and reading (Communication with global teams is required)
Preferred Qualifications
- Experience using ticket-based CS solutions or issue tracking tools such as Zendesk, Salesforce Service Cloud, or Jira (Strongly Preferred).
- Work experience or understanding of the Media/Advertising/Market Research industries.
- Data Literacy: Skilled in handling and interpreting numerical data.
- Proactive attitude towards defining and solving problems.
Competencies
Problem Solving: The ability to identify core issues within vague customer questions and provide solutions.
Accountability: Ownership to manage customer issues until they are fully resolved.
Collaboration: A compelling attitude for smooth communication and cooperation with local and global team members.
자격 요건
학사 학위 이상 소지자 (전공 무관)
총 경력 3년 이하 (신입 지원 가능)
논리적인 커뮤니케이션 스킬을 갖추고, 고객 지향적인 마인드를 보유하신 분
새로운 소프트웨어 및 IT 툴을 배우고 활용하는 데 거부감이 없는 분
기본적인 MS Office (Excel, PPT, Word) 활용 능력을 갖추신 분
비즈니스 영어 이메일 작성 및 독해가 가능하신 분 (글로벌 팀과 문서 소통 필요)
우대 사항
Zendesk, Salesforce Service Cloud, Jira 등 티켓 기반의 CS 솔루션/이슈 트래킹 툴 사용 경험자 (강력 우대)
미디어/광고/시장조사 산업군에서의 근무 경험 또는 이해도가 있으신 분
데이터 리터러시(Data Literacy)를 갖추어, 수치 데이터를 다루고 해석하는 데 능숙하신 분
능동적으로 문제를 정의하고 해결하려는 태도를 가지신 분
핵심 역량
문제 해결 능력: 고객의 모호한 질문 속에서 핵심 이슈를 파악하고 해결책을 제시하는 능력
책임감: 고객의 문제가 해결될 때까지 끝까지 관리하는 오너십(Ownership)
협업 능력: 로컬 및 글로벌 팀원들과 원활하게 소통하며 협력하는 자세
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Top Skills
What We Do
Nielsen shapes the world’s media and content as a global leader in audience insights, data and analytics. Through our understanding of people and their behaviors across all channels and platforms, we empower our clients with independent and actionable intelligence so they can connect and engage with their audiences—now and into the future.
An S&P 500 company, Nielsen (NYSE: NLSN) operates around the world in more than 55 countries.
