Customer Support Representative II (1-3 years of experience)
Core
Deliver first-level customer support, troubleshoot product issues, and manage account access/billing for Gracenote's entertainment data and metadata solutions.
Role type
Customer Support Specialist (IC)
Builds
Customer support operations and account management for streaming platforms, broadcasters, and automakers
Domain
Entertainment data, metadata, and content discovery
Deliverable
client delivery
Required skills
ticketing systems, CRM management, product entitlements, billing adjustments, SLA adherence, escalation management, documentation, shift flexibility
Preferred skills
analytical troubleshooting, digital environment problem resolution, business software applications
Technologies
Zendesk, Google Suite, Salesforce, Jira
Responsibilities
Respond and troubleshoot incoming product issues; coordinate change requests and discrepancy resolutions; manage customer access and billing; document all customer activity; provide on-call support for urgent escalations; maintain customer contact lists and delivery profiles
Seniority
Junior to Mid-level, hands-on IC
