Customer Support Representative II

Nielsen; Mumbai; On-site; INR 360,000 - 480,000; Full time

Job summary

Nielsen's Gracenote unit in Mumbai is seeking a dedicated Customer Support Specialist to deliver day-to-day assistance to clients. You will work closely with internal teams and client engineering and business groups to troubleshoot and resolve issues within SLA timeframes.

You will manage first-level support tickets through the Gracenote CRM, set deadlines, coordinate changes, and escalate as needed to ensure timely resolutions and customer satisfaction.

Responsibilities

• Provide first-level customer support for assigned customers, primarily through the Gracenote CRM / ticketing system.
• Responsible for setting deadlines and coordinating the completion of standard change requests and Discrepancy resolution for customer-submitted tickets, within SLA guidelines.
• Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively upscale to various technical support staff when needed. Coordinate with multiple internal departments to resolve customer-related issues or requests.
• Entitle

Job description

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, global 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.

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, global 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

This is role is for Gracenote - A Global entertainment data and technology company that provides music, video, and sports metadata, automatic content recognition (ACR), and content discovery solutions that power search and recommendations for leading streaming platforms, broadcasters, and automakers worldwide. Gracenote is the content data business unit of Nielsen that powers innovative entertainment experiences for the world’s leading media companies. Our entertainment metadata and connected IDs deliver advanced content navigation and discovery to connect consumers to the content they love and discover new ones.

We are currently seeking a dedicated Customer Support Specialist to deliver exceptional day-to-day assistance to both our new and established clients. In this position, you will collaborate closely with internal cross-functional technical teams as well as our external clients' engineering and business departments. Your primary objective will be to efficiently troubleshoot and resolve reported problems, adhering strictly to our service level agreement (SLA) timeframes.

Responsibilities

• Provide first-level customer support for assigned customers, primarily through the Gracenote CRM / ticketing system.
• Responsible for setting deadlines and coordinating the completion of standard change requests and Discrepancy resolution for customer-submitted tickets, within SLA guidelines.
• Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively upscale to various technical support staff when needed. Coordinate with multiple internal departments to resolve customer-related issues or requests.
• Entitle