At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.
We are presently looking for a Customer Support Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.
Please note this role would require adjusted UK hours from 1pm-9pm, Monday to Friday
In this role you will
- Serve as the primary contact and provide first-level support for clients
- Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed
- Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation.
- Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives
- Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management
- Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients
- Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.
- Provide on-call support – beeper coverage rotation required 24/7 (approximately every 8 weeks)
- Generate monthly reports of customer product usage as required
- Support CPX team on projects and initiatives from time to time
- Monitor and modify customer delivery profiles as required
- Participation in customer calls as required
We are looking for individuals who have
- Associates or Bachelor’s degree in a technical discipline or 2 - 4 years experience in a customer facing role.
- Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.
- Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
- Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
- Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.
- Ability to organize, schedule and complete multiple tasks concurrently.
- Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, etc.
What can we offer you as an employee of Nielsen Media
In addition to a competitive salary and benefits we offer a varied area of responsibility as well as an open corporate culture with numerous development opportunities. Above all, our employees appreciate the ability to work independently in a motivated and very friendly team. Social responsibility, open communication and living our values can be found not only on our homepage, but also in everyday work. An informal atmosphere in a dynamic media company with opportunities for ownership and personal development.
Diversity
Here at Nielsen, we believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Nielsen is proud to be an Equal Opportunity Employer. We welcome applications from people that are excited to work for us, regardless of their background - so please get in touch!
Nielsen provides equal employment opportunities to applicants and employees without regard to any protected characteristics under local law.
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As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth.
Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!
