Customer Support Representative II

Nielsen Holdings Plc; Ciudad de México; On-site; MXN 240,000 - 360,000; Full time

Job summary

Nielsen Holdings Plc in Mexico City is seeking a Customer Support Representative to serve as the primary contact for clients, resolving product issues across software, hardware, and communications needs.

You will work as an individual contributor, maintaining SLA adherence, documenting issues, and sharing knowledge with the team to improve the support experience for Nielsen proprietary applications.

Qualifications

• Operational Support & quality responsibilities including responding to inquiries via Helpline and adhering to staffing schedules.
• Technical development and knowledge sharing through training and documentation.
• Escalation management to senior technical teams when needed.
• Performance feedback through proactive issue reporting and data integrity.

Responsibilities

• Respond to and resolve client inquiries via the Helpline with professional service.
• Manage personal ticket volume and adhere to staffing schedules to maintain responsiveness.
• Meet SLAs by following quality and procedural guidelines.

Job 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 is 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

The Customer Support Representative serves as a vital point of contact for our clients, ensuring day-to-day operational excellence through high-quality problem resolution. In this role, you will directly support clients contacting Nielsen Customer Support, ensuring a seamless experience across our proprietary applications—including software, hardware, and communication needs.

This is an individual contributor role focused on technical proficiency, effective communication, and consistent service delivery.

Qualifications

Key Responsibilities

1. Operational Support & Quality

Direct Assistance: Respond to and resolve client inquiries via the Helpline, ensuring a professional and helpful experience.

Workflow Participation: Manage personal ticket volume and adhere to staffing schedules to maintain team responsiveness.

SLA Compliance: Consistently meet Service Level Agreements (SLAs) by following established quality and procedural guidelines.

2. Technical Development & Knowledge Sharing

Continuous Learning: Participate in training sessions to master new concepts and maintain up-to-date knowledge of Nielsen proprietary applications.

Documentation: Contribute to team knowledge by documenting common issues and solutions to help improve internal resources.

Process Application: Apply training and feedback immediately to ensure accuracy in client interactions.

Clear Communication: Effectively articulate technical solutions to clients and internal stakeholders.

Escalation Management: Identify complex issues that require advanced intervention and route them correctly to senior technical teams.

Relationship Building: Maintain a positive, professional rapport with clients and colleagues across the business and technology segments.

4. Performance Feedback

Issue Identification: Proactively report recurring software or hardware gaps to management to help improve the overall client experience.

Data Integrity: Ensure all client interactions and technical steps are accurately recorded in the support system.

Additional Information

Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law.

At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace.