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.

Job Description

Gracenote, a Nielsen company, provides music, video, and sports content along with technologies to the world's hottest entertainment products and brands, which is also a global standard for music and video recognition which is supported by the largest source of entertainment data. Gracenote features descriptions of more than 200 million tracks, TV listings for 85+ countries,



and statistics from 4,500 sports leagues and competitions.
We are seeking a dedicated Customer Support Specialist to deliver exceptional day-to-day support to new and existing clients. In this role, you will collaborate with cross-functional technical teams and client stakeholders to troubleshoot product issues, resolve tickets within SLA guidelines, and maintain account configurations.
Key Responsibilities:

• Customer Support & Escalations: Provide Tier-1 support via our CRM (Zendesk), troubleshoot product issues, and coordinate with internal technical and account management teams for high-priority escalations.
• Account & Onboarding Operations: Provision product access, manage delivery profiles (API keys, FTP logins), distribute pre-sales samples, process change requests, and handle cancellation offboarding.
• Documentation & Billing: Document all client interactions accurately, keep contact lists current, and proces

📌 Customer Care Technical Support Specialist (Guadalajara)
🏢 The Nielsen
📍 Guadalajara