Customer Support Specialist I
Core
Primary point of contact for resolving technical and data-related inquiries from B2B clients (broadcasters, agencies, media reps) using Nielsen's data via phone, email, and ticketing systems.
Role type
Tier 1 Customer Support Specialist
Builds
Direct solutions for service usage and data issues; installation guides for media analysis software (Arianna, Spotwatch)
Domain
Media research / Data analytics
Deliverable
client delivery
Required skills
Business English reading/writing, MS Office (Excel, PPT, Word), logical communication, customer-oriented mindset, data literacy, new software/IT tool adoption
Preferred skills
Ticket-based CS tools (Zendesk, Salesforce, Jira), Media/Advertising/Market Research industry experience
Technologies
Zendesk, Salesforce Service Cloud, Jira, Arianna, Spotwatch
Responsibilities
Provide 1st level response and troubleshooting for service usage and data issues; Provide installation guides and usage instructions for Nielsen's media analysis software; Identify complex technical problems and escalate to internal Product & Operations teams; Analyze inquiry types to update FAQs and User Manual; Manage client contract information and user permissions; Deliver daily audience rating reports
Seniority
Junior, entry-level to early career