Customer Care Technical Support Specialist

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.

Gracenote, a Nielsen company, provides music, video, and sports content along with technologies to the world's hottest entertainment products and brands, which is also a global standard for music and video recognition which is supported by the largest source of entertainment data. Gracenote features descriptions of more than 200 million tracks, TV listings for 85+ countries, and statistics from 4,500 sports leagues and competitions.

We are presently looking for a Customer Care Technical Support Specialist to provide day-to-day support to new and existing customers. In this position, the lead will monitor and mentor a team of customer care specialists and assist with workload and escalation activities. Activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.

Responsibilities

Team Leadership & Mentorship: Monitor daily queue management, assist with workload distribution in Salesforce/Zendesk, and mentor team members to support department performance and skill development.; Account & Stakeholder Management: Serve as the main point of contact and Subject Matter Expert (SME) for key customer accounts, leading client meetings and cross-functional collaborations with Sales and Technical teams.; Technical Support & Escalations: Diagnose, troubleshoot, and prioritize complex product issues, effectively escalating critical problems to internal engineering and technical staff when necessary.; Process & Project Management: Coordinate special projects, maintain detailed documentation (agendas, minutes, action items), and participate in on-call support rotation to ensure seamless 24/7 coverage.

Requirements

Associates or Bachelor’s degree in a technical discipline; Degree in a technical discipline with 5+ years of customer-facing experience leading accounts, handling escalations, and using tools like Salesforce, Zendesk, and Google/Microsoft Suites (multilingual skills in French or Portuguese a plus).; Basic knowledge of custom software applications used at the Gracenote Queensbury NY office is helpful.; French and or Portuguese language skills are a plus.