Customer Support Representative II

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Address and resolve client inquiries through the Helpline.

• Deliver daily operational support for Nielsen clients.

• Assist clients with Nielsen proprietary applications, covering software, hardware, and communication requirements.

• Manage individual ticket volume while adhering to staffing schedules.

• Achieve Service Level Agreements (SLAs) along with established quality and procedural standards.

• Engage in training to stay informed about Nielsen applications.

• Document frequent issues and solutions for internal knowledge bases.

• Utilize training and feedback to ensure precision in client interactions.

• Convey technical solutions to clients and internal stakeholders effectively.

• Recognize and escalate complex issues to senior technical teams.

• Foster professional relationships with both clients and colleagues.

• Report consistent software or hardware deficiencies to management.

• Maintain accurate records of client interactions and technical actions within the support system.

⛳️ Requirements

• Full-time employment commitment.

• Technical expertise with Nielsen proprietary applications, including software, hardware, and communication systems.

• Capability to respond to and resolve client inquiries through the Helpline.

• Ability to manage personal ticket volume and comply with staffing schedules.

• Proficiency in meeting Service Level Agreements (SLAs) and following quality and procedural guidelines.

• Participation in training sessions and commitment to continuous learning.

• Skill in documenting common issues and their solutions.

• Competence to clearly articulate technical solutions to clients and internal stakeholders.

• Ability to identify and appropriately escalate complex issues to senior technical teams.

• Capability to accurately log client interactions and technical processes within the support system.

🏝️ Benefits

• Employees have the option to work remotely.

• Commitment to equal opportunities and fostering a diverse and inclusive workplace.

• Work environment that is free from discrimination and harassment.