**Company Description**At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results.Our talented, integral workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed.Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution.When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together.We champion you, because when you succeed, we do too.We enable your best to power our future.
**Qualifications**- Bachelor, Technical Degree or equivalent Customer Support experience- Positive attitude and communication skills- Excellent customer handling skills- Excellent oral and written communication skills- Excellent analytical and problem solving skills- Attention to detail- Takes responsibility and ownership- Demonstrated initiative and motivation to provide quality service- Comfortable with Google Suite and Microsoft Office products**Responsibilities**- Provide world-class support to customers for requests, issues, questions, concerns or enhancements.




- Ability to utilize tools like Salesforce to log tickets and then project manage the process internally with cross functional teams and externally with all client stakeholders- Troubleshoot external/internal client issues and then escalate to internal and external stakeholders as needed- Investigate and suggest potential resolutions or workarounds- Respond to inquiries promptly, using established department guidelines- Permission clients to Nielsen products and services using data access guidelines ensuring that contractual obligations are enforced- Provide complete and accurate information in Case Management tool, to include contact information, issue summary, issue status, next steps, system configuration and ongoing updates- Investigate, replicate and suggest potential resolutions or workarounds.Escalate appropriately- Provide timely and accurate feedback to clients.Follow up with clients after their issue has been resolved- Document resolutions into a knowledge base for reuse and reference point.
- Stay informed of all policies and procedures that affect customers- Work as a customer advocate and represent the voice of the customer when logging customer feedback and product and tool enhancements and suggestions that create a more efficient and streamlined customer experience- Document resolutions into tracking tool- Resolve issues by use of detailed data analysis and a higher level of technical troubleshooting- Stay informed of all policies and procedures that affect customers- Stay updated on industry trends and technological advancements and emerging digital support techniques- Experience in Quality Assurance or Software Testing is beneficial- Continuously enhance personal knowledge and skills to provide efficient and effective support to users**Additional Information

📌 Customer Support Associate (Xico)
🏢 The Nielsen
📍 Xico