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.

Requirements

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.