Customer Support Specialist

Company Description

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

This customer-facing role serves as the primary point of contact, managing customer requests and issues through the ticketing system within SLA guidelines. The position involves coordinating with internal teams, handling product entitlements, and maintaining CRM records. It requires working during customer region hours, participating in on-call rotations, and demonstrating strong customer service and communication skills. The ideal candidate should be self-motivated, proficient in CRM systems like Zendesk, able to work independently, and capable of managing multiple priorities effectively while providing excellent customer service. 

In this role you will: 

• 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

• 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

• Issue billing for all change requests requiring billing adjustments

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

• Provide on-call support 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

Qualifications

For this role we are looking for Individuals who have:

• Ability to work daytime hours for the regions of the customers to be supported

• 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

  • AND For select regions (Brazil-Portuguese) and Latam (Spanish)

• 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

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.