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)
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