Customer Support Representative II

The Nielsen Company

About The Position

The Customer Support Representative serves as a point of contact for clients, providing day-to-day operational support and high-quality problem resolution. The role supports clients contacting Nielsen Customer Support and helps ensure a seamless experience with Nielsen’s proprietary applications, including software, hardware, and communication needs. This is an individual contributor position focused on technical proficiency, effective communication, and consistent service delivery.

Responsibilities

Respond to and resolve client inquiries via the Helpline in a professional and helpful manner.
Manage personal ticket volume and follow staffing schedules to maintain team responsiveness.
Meet Service Level Agreements (SLAs) by following established quality and procedural guidelines.
Participate in training to learn new concepts and maintain current knowledge of Nielsen proprietary applications.
Document common issues and solutions to improve internal knowledge resources.
Apply training and feedback promptly to ensure accuracy in client interactions.
Communicate technical solutions effectively to clients and internal stakeholders.
Identify complex issues and route them to senior technical teams for advanced intervention.
Maintain positive, professional relationships with clients and colleagues across business and technology segments.
Report recurring software or hardware gaps to management.
Accurately record client interactions and technical steps in the support system.