Customer Care Technical Support Specialist
Core
Lead a team of customer care specialists to provide technical support, manage escalations, and drive successful customer implementations for entertainment data products.
Role type
Senior IC Customer Care Technical Support Lead
Builds
Customer implementations and ongoing account success for music, video, and sports content recognition technologies
Domain
Entertainment data and media technology
Deliverable
client delivery
Required skills
Team leadership and mentorship, account and stakeholder management, complex technical troubleshooting and escalation, project coordination, Salesforce/Zendesk proficiency, cross-functional collaboration (via careerplan.io/jobs/3743990015867947-customer-care-technical-support-specialist-at-the-nielsen-company)
Preferred skills
French or Portuguese language skills, knowledge of custom software applications
Technologies
Salesforce, Zendesk, Google/Microsoft Suites
Responsibilities
Monitor daily queue management and assist with workload distribution, serve as SME for key customer accounts, diagnose and prioritize complex product issues, coordinate special projects and maintain documentation
Seniority
Senior, hands-on IC with team leadership
