Customer Support Representative II

🔥 21 hours ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nielsen

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1923

📱 Media

📣 Marketing

💰 Post-IPO Debt on 2023-02

Media • Data Analytics • Marketing

Nielsen is a global measurement and data analytics company that provides audience measurement and media metrics solutions across various platforms. They offer cross-media measurement services spanning TV, digital, streaming, and audio for more precise media planning and marketing optimization. Nielsen's flagship product, Nielsen ONE, integrates these services to deliver a comprehensive view of audience habits and preferences. Additionally, they offer insights and tools for understanding consumer behavior and optimizing marketing strategies, backed by a robust data infrastructure including big data and panel methodologies. Nielsen also champions diversity and inclusion, emphasizing a culture supported by a diverse workforce and numerous business resource groups.

📋 Description

• Respond to and resolve client inquiries via the Helpline • Manage personal ticket volume and follow staffing schedules to maintain team responsiveness • Meet Service Level Agreements (SLAs) through established quality and procedural guidelines • Participate in training to master new concepts and Nielsen proprietary applications • Document common issues and solutions for internal knowledge resources • Apply training and feedback to ensure accuracy in client interactions • Communicate technical solutions to clients and internal stakeholders • Identify and route complex issues to senior technical teams • Maintain positive, professional relationships with clients and colleagues • Report recurring software or hardware gaps to management • Accurately record client interactions and technical steps in the support system

🎯 Requirements

• Technical proficiency supporting proprietary software, hardware, and communication needs • Ability to respond to and resolve client inquiries via the Helpline • Ability to manage personal ticket volume and adhere to staffing schedules • Ability to meet Service Level Agreements (SLAs) and follow quality and procedural guidelines • Willingness to participate in training and maintain up-to-date knowledge of Nielsen proprietary applications • Ability to document common issues and solutions • Ability to clearly articulate technical solutions to clients and internal stakeholders • Ability to identify, escalate, and correctly route complex issues to senior technical teams • Ability to accurately record client interactions and technical steps in the support system

🏖️ Benefits

• Remote work availability • Equal opportunity and inclusive workplace • Work environment free from discrimination and harassment