Customer Support Representative II
Core
Deliver first-level customer support, troubleshoot product issues, and manage access/billing for clients of Gracenote's entertainment data and metadata solutions.
Role type
Senior IC customer support specialist (technical support)
Builds
Customer support operations for Gracenote's metadata and ACR solutions
Domain
Entertainment data, metadata, and content discovery
Deliverable
client delivery
Required skills
troubleshooting, CRM management, SLA adherence, access provisioning, billing management, documentation, shift flexibility
Preferred skills
analytical thinking, basic product licensing knowledge, ticketing system familiarity, business software proficiency
Technologies
Zendesk, Google Suite, Salesforce, Jira, Microsoft Office Suite
Responsibilities
Respond and troubleshoot incoming product issues; coordinate change requests and discrepancy resolutions; provision access and issue billing; manage customer delivery profiles; provide on-call support; document all customer activity in CRM.
Seniority
Mid-level, hands-on IC
