Customer Support Specialist I

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

The Customer Support Specialist serves as the primary point of contact for resolving inquiries from various B2B clients, including broadcasters, advertising agencies, and digital media representatives, who utilize Nielsen's data. This role involves analyzing technical and data-related inquiries received through the ticketing system to provide direct solutions or collaborating with global product and technology teams to deliver accurate resolutions to clients.

Role Summary

The Customer Support Specialist serves as the primary point of contact for resolving inquiries from various B2B clients, including broadcasters, advertising agencies, and digital media representatives, who utilize Nielsen's data. This role involves analyzing technical and data-related inquiries received through the ticketing system to provide direct solutions or collaborating with global product and technology teams to deliver accurate resolutions to clients.

Please note that we offer a flexible hybrid model. The number of in-office days can be coordinated with the team lead.

Job Responsibilities

• Customer Inquiry Response & Resolution (Tier 1 Support):
• Provide 1st level response and troubleshooting for service usage and data-related issues received via phone, email, and Ticketing System.
• Provide installation guides and usage instructions for Nielsen's media analysis software (Arianna, Spotwatch, etc.).
• Issue Management & Escalation:
• Identify complex technical problems or data discrepancies and escalate them to internal Product & Operations teams or the global technical support team, while tracking the progress.
• Customer Experience Improvement Activities:
• Analyze inquiry types to update FAQs and the User Manual (Knowledge Base).
• Conduct regular VOC analysis and derive improvement ideas to enhance service satisfaction.
• Client Database Management:
• Manage client contract information and user permissions; create and manage service access accounts.
• Delivery daily audience rating reports once a week (early morning shift from 5:30-13:00, including weekend)

Position Overview

Customer Support Specialist , , B2B . / , / .

Main Responsibilities

• Customer Inquiry Response & Resolution (Tier 1 Support):
• Provide 1st level response and troubleshooting for service usage and data-related issues received via phone, email, and Ticketing System.
• Provide installation guides and usage instructions for Nielsen's media analysis software (Arianna, Spotwatch, etc.).
• Issue Management & Escalation:
• Identify complex technical problems or data discrepancies and escalate them to internal Product & Operations teams or the global technical support team, while tracking the progress.
• Customer Experience Improvement Activities:
• Analyze inquiry types to update FAQs and the User Manual (Knowledge Base).
• Conduct regular VOC analysis and derive improvement ideas to enhance service satisfaction.
• Client Database Management:
• Manage client contract information and user permissions; create and manage service access accounts.
• Delivery daily audience rating reports once a week (early morning shift from 5:30-13:00, including weekend)

Qualifications

• Bachelor's degree or higher (Major does not matter).
• Total experience of 3 years or less (New graduates are welcome to apply).
• Possess logical communication skills and a customer-oriented mindset.
• No resistance to learning and utilizing new software and IT tools.
• Proficiency in basic MS Office applications (Excel, PPT, Word).
• Capable of Business English writing and reading (Communication with global teams is required).

Preferred Qualifications

• Experience using ticket-based CS solutions or issue tracking tools such as Zendesk, Salesforce Service Cloud, or Jira (Strongly Preferred).
• Work experience or understanding of the Media/Advertising/Market Research industries.
• Data Literacy: Skilled in handling and interpreting numerical data.
• Proactive attitude towards defining and solving problems.

Competencies

• Problem Solving: The ability to identify core issues within vague customer questions and provide solutions.
• Accountability: Ownership to manage customer issues until they are fully resolved.
• Collaboration: A compelling attitude for smooth communication and cooperation with local and global team members.

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 @nielsen.comdomain. 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.comaddress. 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.