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.
Job Description:The Customer Support Representative serves as a vital point of contact for our clients, ensuring day-to-day operational excellence through high-quality problem resolution. In this role, you will directly support clients contacting Nielsen Customer Support, ensuring a seamless experience across our proprietary applications—including software, hardware, and communication needs.
This is an individual contributor role focused on technical proficiency, effective communication, and consistent service delivery.
Qualifications:Key Responsibilities
1. Operational Support & Quality
Direct Assistance: Respond to and resolve client inquiries via the Helpline, ensuring a professional and helpful experience.
Workflow Participation: Manage personal ticket volume and adhere to staffing schedules to maintain team responsiveness.
SLA Compliance: Consistently meet Service Level Agreements (SLAs) by following established quality and procedural guidelines.
2. Technical Development & Knowledge Sharing
Continuous Learning: Participate in training sessions to master new concepts and maintain up-to-date knowledge of Nielsen proprietary applications.
Documentation: Contribute to team knowledge by documenting common issues and solutions to help improve internal resources.
Process Application: Apply training and feedback immediately to ensure accuracy in client interactions.
3. Client & Internal Liaison
Clear Communication: Effectively articulate technical solutions to clients and internal stakeholders.
Escalation Management: Identify complex issues that require advanced intervention and route them correctly to senior technical teams.
Relationship Building: Maintain a positive, professional rapport with clients and colleagues across the business and technology segments.
4. Performance Feedback
Issue Identification: Proactively report recurring software or hardware gaps to management to help improve the overall client experience.
Data Integrity: Ensure all client interactions and technical steps are accurately recorded in the support system.
Experience: 2 years of experience in a customer support, help desk, or call center environment.
Service Mindset: Demonstrated initiative and a strong motivation to provide high-quality service.
Resilience: Ability to remain calm and professional in fast-paced or stressful situations.
Communication: Excellent oral and written communication skills with a focus on clarity and empathy.
Problem Solving: Strong analytical skills and the ability to troubleshoot technical hurdles methodically.
Technical Aptitude: Interest in and ability to gain advanced knowledge of proprietary software and hardware systems.
Attitude: A positive, "can-do" approach to conflict resolution and team collaboration.
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